Customers Rank Progressive.com Tops Among Online Auto Insurers |
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Written by U.S. Insurance News
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Monday, 07 April 2008 |
In the view of customers, Progressive is well above average.
In a recent study conducted by The Customer Respect Group, Progressive ranked at the top among auto insurers for positive Web-based customer experiences.
The carrier earned a 7.5 on a 10-point scale-good enough for an "Excellent" rating-on the Customer Respect Index, which measures customers' online interactions with a company. The auto insurance industry as a whole earned a 5.5 rating.
The Customer Respect Group judged the Progressive Web site as "strikingly interactive and innovative" because of its RSS feeds, blogs, and other features.
"We continue to enhance progressive.com to make it easy to use and the first place Internet auto insurance consumers want to go," said Toby Alfred general manager with Progressive's customer acquisition group. "It's rewarding to know that all of our hard work is paying off."
The comprehensive study examines how well 22 auto insurance Web sites match the expectations of online visitors. Analysis focuses on: - Simplicity-self-service facilities, consistency, and general usability
- Attitude-accessibility, such as support for users with visual disability
- Responsiveness-quality and speed of e-mail replies and other communication facilities
- Principles-respect for the personal data customers supply online
- Transparency-explanation of data-handling processes, clarity, and openness
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