NEW Data Reveals What’s Driving Auto Claims Customer Satisfaction and Retention

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As insurers return to profitability, retention and meeting customers’ ever-evolving expectations become increasingly important. A new study from CCC Intelligent Solutions based on a survey of 2,400 consumers has uncovered some surprising new findings on the key drivers of customer satisfaction and retention in the auto claims journey. Among the findings: When it comes to CSAT, consumers view carriers and repairers as part of a single value chain, not as independent entities – meaning that vehicle repair quality can impact your CSAT scores.

Join this webcast to gain valuable insights into:

  • The top drivers of CSAT – what matters and what doesn’t
  • The 3 factors that have the biggest impact on carrier defection, beyond premiums.
  • Why carriers and repairers are indistinguishable in consumers' minds, how this impacts your CSAT scores, and the importance of collaboration between insurers and repairers in driving CSAT.

Get practical takeaways to enhance your auto claims process.

Register Now!

Featured Speaker:


Mare Yu | Vice President, Marketing | CCC Intelligent Solutions

Maryling Yu (“Mare”) is Vice President of Marketing at CCC Intelligent Solutions, responsible for all aspects of marketing at the company, with a strategic focus on developing and retaining customers across the entire lifecycle.
Mare brings over 20 years of marketing experience to CCC. Prior to this position, she was the Chief Marketing Officer for Backstop Solutions, a Chicago-based financial technology company. During her tenure, she played a key role in the company’s growth, helping it double in size from 2016 to 2022 before its successful sale to ION Analytics. Prior to Backstop, Mare led marketing at LotLinx, a digital automotive advertising technology company, and at Adeptia, an integration-as-a-service company.
Mare specializes in B2B technology marketing and has also held senior level marketing positions at Sungard Availability Services. In addition, she has consulted for many Silicon Valley-based technology companies, including NetApp and Brocade.
Mare earned an MBA from the Stanford Graduate School of Business. She also holds a Master’s in International Development Policy and a B.A. in International Relations from Stanford.

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