Industries Served: Insurance

The 2008 Insurance New Buyer Study examines the purchase behaviors and overall satisfaction of buyers who shop for a new auto insurance company. Three key factors are measured to determine overall satisfaction. In order of importance, they are: distribution channel (50%), price (29%) and policy offerings (21%).

A comparison of customer opinions among Progressive claimants who take their vehicle to one of the “concierge” claim facilities vs. those who chose to personally manage the body shop process.

This Management Discussion provides insights into:

• The financial value of policy retention and the impact of unbundling on policy retention
• Loyalty among bundlers
• The impact of a homeowner's customer satisfaction on the overall bundled policy package

This Management Discussion provides insights into estimating the financial value of customer satisfaction, prioritizing customer experience improvement initiatives based on financial impact, exploring the role brand image plays in influencing customer loyalty, and the extent to which customer inertia explains retention.

The Insurance Shopping Study is designed to help carriers understand the Who, What, When, Why and How of auto insurance shopping. To receive a copy of the management discussion based on this study, please enter your information in the form below and click Submit. You will then be automatically forwarded to the document.

This Management Discussion provides insights into:

• The increasing incidence of total losses as a proportion of Auto Physical Damage claims and the underlying factors driving this trend
• The impact on customer satisfaction when auto physical damage leads to a vehicle write-off
• Best practices with regard to negotiating
  - The repair / write-off decision
  - The total valuation

Research shows that younger generations represent a growing proportion of the auto insurance market. As this trend continues, auto insurance providers will need to understand the needs and perceptions of Generation X and Y consumers. By doing so, providers will be better able to meet the unique expectations of this demanding and savvy group of consumers.

This webcast previews top-level findings from the inaugural J.D. Power and Associates 2008 Insurance Customer Contact Study, publishing November 11th. Building on the key insight from the National Auto Insurance Study that a carrier’s ranking is driven primarily by the Interaction experience, this study is specifically designed to independently rank carrier performance for each separate interaction channel, and to provide a more actionable and in-depth set of channel-specific key performance indicators (KPI) benchmarks.

This study examines the drivers of satisfaction among independent agency staff, providing comparative performance benchmarks for individual carrier performance. We would like to hear your input on survey content and gauge interest in participation.

This presentation covers how healthcare institutions are leveraging Social Media Analysis. It includes topics such as who uses Social Media, how we can learn about what consumers are saying and who is doing the talking, how Social Media Analysis fits with traditional market research and how healthcare institutions are using Social Media Analysis today.

This presentation covers how healthcare institutions are leveraging Social Media Analysis. It includes topics such as who uses Social Media, how we can learn about what consumers are saying and who is doing the talking, how Social Media Analysis fits with traditional market research and how healthcare institutions are using Social Media Analysis today.

This presentation introduces you to the latest developments in Social Media Analysis, using case studies to illustrate how companies are tapping into an enormous pool of unbiased opinion to inform product development, refine messaging, measure the effectiveness of marketing campaigns, and gain competitive intelligence.

This presentation introduces you to the latest developments in Social Media Analysis, using case studies to illustrate how companies are tapping into an enormous pool of unbiased opinion to inform product development, refine messaging, measure the effectiveness of marketing campaigns, and gain competitive intelligence.

This presentation previews the 2008 J.D. Power and Associates National Pharmacy Study. This study explores the overall experience of more than 15,000 customers with “brick and mortar” and also mail-order pharmacies. This presentation also covers the dominant factors and sub-factors that impact retail pharmacy customer satisfaction.

This webcast will share lessons learned and practical steps for improvement gleaned from working with the top performing call centers across the 20+ industries we serve. It will also provide information about J.D. Power’s Call Center Performance programs designed to help organizations improve their call center performance.

This webcast provides up-to-date information derived from J.D. Power's forthcoming Insurance New Buyer Study which examines the attributes and behaviors of customers actively shopping for auto insurance based on a study of approximately 9,000 recent auto insurance shoppers. Participants gain valuable insights regarding:

• Why and when customers shop for auto insurance
• How customers make their final purchase decision
• What delights new customers - impacting first time renewals

The webcast also previews a separate brand-level media consumption and attitudinal analysis among recent shoppers.

Presented by Jim Dougherty and Dennis Goodman. This session will review the Retail Pharmacy Customer Experience Study.

The 2008 Insurance Distribution Study Webcast presentation provides a preview of the inaugural study, including: a study overview, comparison to the Auto Insurance Study (AIS), targeted sampling frame, key dates, and questionnaire overview.

2008 Health Insurance Plan Satisfaction Study - Presentation deck covering topics such as: companies included in the study, research methodology, deliverables, as well as important dates.