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Customer satisfaction within the insurance industry has decreased in the last six months, according to the Customer Respect Group, an international research and consulting firm based in Ipswich, Mass.

“The insurance industry seems stuck in a dilemma of whether to, or how to, improve customer-friendly policies,” said Terry Golesworthy, president of group. “The industry has made the least progress of all major customer-focused industries. Moreover, companies continue to share information with third parties at a far higher rate. Our strong recommendation is that to avoid customer defections, insurers pay stronger attention to these issues.”

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