Adjuster attitude and approach was the most frequently mentioned (46%) primary reason for 5-star ratings, and the second-most mentioned factor (23%) in 1-star ratings. According to the survey report, these factors make it the largest contributor to customer satisfaction. (Credit: 13_Phunkod/Shutterstock.com) Adjuster attitude and approach was the most frequently mentioned (46%) primary reason for 5-star ratings, and the second-most mentioned reason (23%) for 1-star ratings. According to the survey report, these factors make it the largest contributor to customer satisfaction. (Credit: 13_Phunkod/Shutterstock.com)

When it comes to online reviews, it’s all about the stars. Often, while shopping for carriers, customers will seek out these reviews to see how satisfied other customers have been with that company’s claims process. In a new survey, Hi Marley explores what it takes to ensure potential customers are seeing five stars when they search your agency.

For this study, Hi Marley analyzed data from nearly 25,000 customer claims satisfaction surveys. These surveys included 5% negative and 95% positive reviews.

They found that the factors that most significantly affect customer satisfaction fall into four categories: Timeliness of service and resolution, adjuster attitude and approach, process effectiveness and communication.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.

INCLUDED IN A DIGITAL MEMBERSHIP:

  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?

Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected]

More from this author

 

Complex Claims & Litigation Forum 2023Event

Aimed to help Insurers prevent, prepare and prevail In adjudicating complex claims, negotiating settlements and winning cases.

Get More Information
 

PropertyCasualty360

Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.