Study Looks at Auto Insurance Customer Satisfaction, Reputation and Perceived Value

Question: What auto insurance companies would you select as the top five in reputation? According to a survey performed by Market force Information, Inc., a company that measures consumer satisfaction, the five top companies in reputation are:

• Allstate
• State Farm
• GEICO
• USAA
• Progressive

What about the top insurance companies that best demonstrate their value? The survey says:

• GEICO
• Allstate
• Progressive
• State Farm

The study also found that 85 percent of respondents who reported that they had filed a claim with their insurance provider in the past year were satisfied with the way their insurance company processed their claim.  Fifty nine percent of respondents said that they chose their auto insurance provider on price. Twenty seven percent said that they selected their insurer based on services they provided and two-thirds of those who were surveyed said that they get other types of insurance from the same company that provides them with auto insurance. 

In addition, the survey discovered that 10 percent of respondents had switched their insurance provider in the past year. Six top reasons why consumers considered changing auto insurers were:

• They saw some intriguing advertising and decided to investigate.
• They were not happy with the service of their current provider.
• The provider changed their fees and/or rules that adversely affected them.
• A new insurance company was recommended to them.
• They wanted to consolidate services.
• They didn't trust the financial stability of their insurance provider. 

Market Force has a network of more than 300,000 so called independent mystery shoppers and merchandisers across the country who it relies on for their surveys. In this particular study, a pool of 2,800 respondents participated who ranged in age from 18 to 72. Fifty three present of the participants reported that their income exceeded $50,000 a year. Seventy four percent of the respondents were women.