Insurance companies are best in the U.S. at handling customer calls

Insurance companies are the best businesses at handling customer calls, reveals a new study. The study, conducted by PH Media Group, a London-based audio branding specialist, showed that of the 2,234 U.S. customers observed more than 41% of callers were satisfied with the manner in which the industry handled the calls. In second place were the motor trade, delivery companies and jewelry firms; with all three industries attaining a 29% satisfaction rate among customers.

Positive caller experience

The study showed that the architectural industry (20%) is the worst at handling calls, followed closely by the construction industry (21%), while the overall satisfaction across businesses in the U.S. is 32%.

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“The research results suggest the insurance sector is clearly doing something right when it comes to providing a positive caller experience, at least in relation to other industries,” said Mark Williamson, sales and marketing director at PH Media Group. “However, satisfied customers are still in the minority, so there is an even greater proportion of people who may have created lasting negative perceptions of firms as the result of a bad experience.”

18 to 24-year-olds most dissatisfied with insurance calls

This study is the largest of its kind conducted in the U.S., and showed that the concentration of dissatisfaction with the insurance industry’s response to calls is among 18 to 24-year-olds. Only 31% within that age group were satisfied. Satisfaction among respondents between ages 55 to 65 was 44%.

Demographic breakdowns showed that 43% of people in the Midwest were satisfied, making that region the most content, followed by people in the Northeast, South and West with 40%.