Centric Digital

J.d. Power 2018 Insurance Digital Experience Study℠

Digital Experience Study for the Insurance Industry

J.D. Power partnered with Centric Digital to produce this study evaluating customer perceptions of the websites, mobile apps, and digital communication capabilities of 19 leading insurers in the United States.

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Fueld By Centric Digital

Dimensions™ Powers Digital Capabilities Measurement

The J.D. POWER INSURANCE DIGITAL EXPERIENCE STUDY uses DIMENSIONS, our classification system, to measure the digital proficiency of the insurance industry.

More About Dimensions

Industry Perspective

Insurers Are In The Middle Of The Pack

When evaluated on digital proficiency through Centric Digital's DIMENSIONS, the insurance industry attained a parity score of 631 on the 1,000 point scale. The retail sector, by contrast, scores 771.

Industry Standards

Insurers Perform At Parity In Surface-level Consumer Experience But Must Do More

The insurers that were assessed were generally clustered between parity and leading scores. This is indicative of an industry that is ripe for disruption.

Lagging Capabilities

Insurers Are Inconsistent In Core Insurance-specific Capabilities

The study found that insurers were inconsistent in their delivery of capabilities most relevant to the insurance customer and shopper experience. Gaps revealed in the DIMENSIONS Scan include web chat, customer service capabilities, and personalization.

What Is Included

Industry Leader Comparison

Analysis Of 19 Leading Insurers

The industry analysis includes Allstate, American Family, Amica Mutual, Chubb Limited, Erie, Farmers, Geico, Liberty Mutual, Mapfre, Metlife, Nationwide, Progressive, Safeco, State Farm, Travelers, and more.

Customer Evaluation

Voice Of The Digital Customer - Insurance

Get customer satisfaction and sentiment data through the voice of the customer assessment. We evaluate your desktop, mobile web, and mobile apps to identify how customers are responding to your digital presence.

Digital Proficiency Survey

Assessment Of Your Digital Readiness

Powered by Centric Digital’s DIMENSIONS, the digital proficiency survey assess your current digital state. The assessment identifies gaps and strengths compared to best practices, other insurers, and cross-industry digital leaders.

On-site Consultation

Contextualized Insights

Our team will visit your offices to consult your stakeholders, review the insurance and digital experts review survey results, answer questions, and together turn findings into actionable next steps to improve your digital experience.


Position Your Company To Be A Digital Leader

Learn where your company stands against other insurers and how cross-industry digital leaders differentiate themselves. Discover where your digital experience meets — or fails to meet — your customers’ expectations. Identify where to deploy resources to have the greatest impact on customer satisfaction and ROI.