The 2013 Temkin Experience Ratings ranked 246 companies across19 industries based on the customers' experience. In its thirdyear, the survey of 10,000 U.S. consumers found the insurance industry—comprised of 14carriers—showed steady improvement from an average experiencerating of 59 percent in 2011 to 65 percent in 2013.

Bruce Temkin, managing partner of Temkin Group, said the surveybegan with a much larger group of the nation's largest insurancecarriers. The 14 insurers were chosen based on a minimum of 100responses to the survey.

The survey measures three components of customersatisfaction:

• Functional—can customers do what they want to do.
• Accessible—how easy is it to work with the company.
• Emotional—how consumers feel about their indications with thecompany.

Click “next” to see which insurers were rated the best and worstin customer experience.

1. USAA

Ranking: 29/246

Experience Rating: 77%

Ranked with an overall carrier experience considered “Good” wasUSAA, ranking 29 of the 246 companies and receiving an experiencerating of 77 percent. USAA's score improved from last year by fourpoints.

2. State Farm

Ranking: 64/246

Rating: 73%

State Farm ranked 64 and scored 73 percent, an improvement fromlast year by 1 point.

Nine insurers ranked in the mid-range, with industry averagerating between 60 percent and 70 percent. Nationwide, ranked 100,and a rating of 68 percent, came in third among all theinsurers.

13. Liberty Mutual

Ranking: 203/246

Rating: 56%

In second-to-last place is Liberty Mutual, which ranked 203 andreceived a rating of 56 percent, down 3 points from 2012.

Another insurer that received a poor rating is American Family,which ranked 191 and received a rating of 58 percent.

14. 21^st Century

Ranking: 242/246

Rating: 49%

In last place is 21^st Century, falling to very poorwith a rank of 242 and rating of 49 percent, a drop of 7 pointsover its 2012 rating.

The company did poorly in all three of the rating componentscompared to the overall industry average with Functional the worstfollowed by Accessible and then Emotional.

The other 10 insurance companies on the list, whichranked in the mid-range, are: Nationwide, Nationwide, GEICO,Allstate, Progressive, Metlife, Travelers, The Hartford, Farmers,and AAA.