USAA and State Farm ranked the highest out of 15 insurers on the2014 Temkin Experience Ratings, an annual ranking of companiesbased on a study of 10,000 U.S. consumers.
|Customers surveyed were asked to evaluate their experiences witha company across three dimensions: functional (“Can you do what youwant to do?”), accessible (“How easy is it to work with thecompany?”), and emotional (“How do you feel about theinteractions?”). A score of 70% or above is considered “good.”
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USAA ranked 29th out of 268companies from 19 different industries on the list. The insurerearned a 78% rating based on customers' ratings. This is the fourthyear in a row that USAA has been the top-rated insurer on thelist.
State Farm earned a 74% rating and ranks 59thoverall. This is the insurer's third straight year coming in secondplace among insurance companies on the list.
|At the bottom of the list is 21st Century, which camein 232nd place with a rating of 55%. This is the fourthyear in a row that 21st century has placed last amonginsurance companies on the Temkins list. Right above it is AmericanFamily, which has declined from its position as the secondhighest-rated insurer in 2011. American Family ranked226th with a rating of 56%.
|The insurers whose rankings most improved from 2013 to 2014 wereThe Hartford (+7 points), Liberty Mutual (+7), 21stCentury (+6), and AAA (+5). Nationwide (-5 points), American Family(-2), and Farmers (-1) were the only insurers whose ratingsdeclined from last year.
|Overall, the insurance industry averaged a 68% rating and tiedfor sixth place out of the 19 industries. Insurance's averageincreased 2.9% from last year's.
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