While every sector of the economy has its own peculiarities, some principles of good performance remain universal and can be applied to other areas such as online customer services. It might be beneficial for businesses in any field to take a look at how others comport themselves in the way they respond to their users. For starters, we can turn to a study performed by J. D. Power and Associates, which recently revealed that on a scale of 1 to 1000, insurance providers last year in general ranked at a level of 832. According to their information, the insurance industry is apparently seeing high rates of satisfaction, especially among those who make use of agents when filing their claims.
Those who use an agent when filing their claims saw levels of satisfaction that were half again as high, and nearly three-fourths of those who used one allegedly reported that their agent provided peace of mind. Of the different companies ranked, Amica Mutual (907) scored the highest, just slightly above CHUBB at (902).
As said above, not every reason for this will be applicable to other industries or affect the way your organization makes use of a particular live answering service. But it can prove instructive in considering the sort of qualities that make for happy customers and lead to the increased use of a product or service.
This data can direct our attention to the specific role insurance companies played last year, responding as they did to various disaster events. An increased demand coupled with face-to-face service could be what has established this trend in satisfaction, but regardless, it's clear that this information is derived from positive experiences and could be read as a reflection of the consumer need for such attention from providers of any kind.