Six insurance companies were among 40 brands from multiple industries named 2011 Customer Service Champions by J.D. Power and Associates, a global marketing information services company headquartered in Westlake Village, Calif.
The brands that receive the designation are among the top 5 percent of more than 800 evaluated brands, based on performance, in what J.D. Power calls the "five P's"--people, presentation, price, product and process.
The insurance companies named in the firm's recently released cross-industry report, "Achieving Excellence in Customer Service," were:
- Amica Mutual Insurance
- Auto-Owners Insurance
- Erie Insurance
- Farm Bureau Insurance of Tennessee
- New Jersey Manufacturers Insurance
- USAA Insurance
Average satisfaction scores for service-oriented industries have remained flat in the last decade, but have improved steadily for product-based industries, according to the report. Gaps in satisfaction between the highest- and lowest-performing brands have increased between 2003 and 2010, the firm said.
Among customers of brands designated as J.D. Power Customer Service Champions, 62 percent said they "definitely would" recommend the brand to family and friends, while just 23 percent of customers of other companies included in the report said the same. Additionally, 58 percent of customers of J.D. Power Customer Service Champions said they "definitely would" repurchase products or services from those brands, compared with just 36 percent of customers of other brands included in the report.
Due to increased automation, standardization and globalization, many products have become commodities, which makes providing superior customer service even more important than before, according to the report.