Net Promoter Score ratings gauge policyholder loyalty with one simple question: "How likely are you to recommend your insurance carrier?"
According to CustomerGauage, this is a better way to gauge the customer experience than simply asking "How satisfied are you with your company?" This is because satisfied customers could still move to another carrier if a better offer comes along. In contrast, a loyal customer would stay true even after a mediocre customer service experience.
As insurance carriers typically don't have ongoing communication with policyholders, customer loyalty ratings are largely driven by customer support experiences, CustomerGauge reported. For auto insurers, this means that loyalty ratings will be tied to how well agents help customers navigate accidents.
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Steve Hallo
Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected]
