The J.D. POWER INSURANCE DIGITAL EXPERIENCE STUDY uses DIMENSIONS, our classification system, to measure the digital proficiency of the insurance industry.
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.
The insurers that were assessed were generally clustered between parity and leading scores. This is indicative of an industry that is ripe for disruption.
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.
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.
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.
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.
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.
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.