The American Customer Satisfaction Index - The voice of the Nation's Consumer

December 2012 and Historical ACSI Benchmarks

Updated on December 11, 2012

Sector: Finance & Insurance
Industries: banks, credit unions, health insurance, life insurance, property & casualty insurance

Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
FINANCE & INSURANCE 78.5 74.1 74.5 74.6 74.4 73.9 74.4 73.3 73.8 74.7 73.4 73.9 76.0 75.5 76.0 77.1 76.1 76.2 75.4 -1.0 -3.9
Banks 74 74 72 71 70 68 70 72 74 75 75 75 77 78 75 75 76 75 77 2.7 4.1
All Others 75 77 77 74 73 70 72 74 76 76 77 78 78 80 80 80 80 79 79 0.0 5.3
Chase Manhattan NM NM NM 69 71 NM NM #                       N/A N/A
First Union 76 73 71 74 68 68 66 #                       N/A N/A
BANK ONE 77 74 69 70 68 66 70 66 70 70 #                 N/A N/A
Wells Fargo 71 71 65 62 67 65 67 66 69 68 70 67 72 69 72 73 73 73 71 -2.7 0.0
PNC Financial Services NM NM 69 69 66 NM 67 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
KeyCorp NM 76 70 65 65 NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Bank of America 72 67 65 61 62 61 63 68 70 74 72 72 72 72 73 67 68 68 66 -2.9 -8.3
Citigroup NM NM NM NM NM NM NM NM NM NM NM NM 72 69 69 68 69 73 70 -4.1 -2.8
Wachovia               72 73 76 78 79 80 79 76 #       N/A N/A
JPMorgan Chase                     70 70 72 74 73 68 67 70 74 5.7 5.7
First Interstate Bancorp 71 71 #                                 N/A N/A
Citicorp 73 70 68 #                               N/A N/A
Chemical Banking 68 70 68 #                               N/A N/A
NationsBank 75 73 68 64 #                             N/A N/A
Norwest 77 76 71 70 #                             N/A N/A
First Chicago NBD NM NM 70 68 #                             N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Credit Unions                             84 84 80 87 82 -5.7 -2.4
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Health Insurance               68 69 70 67 68 72 71 73 75 73 72 72 0.0 5.9
Aetna               64 65 66 63 65 65 66 65 70 68 67 67 0.0 4.7
All Others               70 69 72 67 68 73 75 76 77 76 75 71 -5.3 1.4
Blue Cross and Blue Shield               66 70 69 67 68 72 71 73 73 70 68 73 7.4 10.6
UnitedHealth               66 68 64 66 64 68 65 63 72 65 72 70 -2.8 6.1
WellPoint               NM NM NM NM NM 69 66 68 67 69 74 70 -5.4 1.4
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Life Insurance 81 74 75 76 77 76 75 78 79 77 75 75 79 78 78 79 80 80 81 1.3 0.0
All Others 84 74 77 77 78 78 76 80 80 77 74 76 80 79 79 80 81 82 81 -1.2 -3.6
MetLife 78 73 74 75 76 73 72 74 75 77 77 71 78 76 78 77 78 77 78 1.3 0.0
New York Life NM NM 75 75 74 78 73 77 81 78 76 76 77 79 77 80 78 80 80 0.0 6.7
Prudential 72 74 68 70 71 69 71 76 74 73 77 72 76 77 79 77 77 79 79 0.0 9.7
Northwestern Mutual NM NM NM NM NM 79 80 78 80 78 78 78 78 79 78 81 80 81 79 -2.5 0.0
Aetna Life and Casualty 73 73 73 #                               N/A N/A
Travelers Group 81 #                                   N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Property and Casualty Insurance 82 75 77 77 77 79 79 79 77 78 77 78 78 80 81 80 80 83 78 -6.0 -4.9
All Others 84 75 78 77 78 80 79 79 78 78 77 78 78 81 81 79 80 83 77 -7.2 -8.3
State Farm 78 79 77 78 78 78 79 79 77 78 81 79 81 81 80 82 82 82 81 -1.2 3.8
Allstate 74 73 74 71 73 73 75 76 74 73 76 76 78 78 79 79 78 78 79 1.3 6.8
Farmers 76 71 72 71 72 75 73 73 72 75 77 73 78 76 77 78 76 79 79 0.0 3.9
GEICO NM NM NM NM NM NM NM NM NM 79 78 78 83 80 80 81 81 81 79 -2.5 0.0
Progressive NM NM NM NM NM NM NM NM NM NM 75 75 73 79 79 80 79 79 81 2.5 8.0

Score tables print best in landscape.

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Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.