Innovate to maximize customer satisfaction
Capture the voice of the customer to improve the policyholder experience.
For life insurers, valuable insights about policyholder behaviors and perceptions play a critical role in defining areas for innovation and maximizing satisfaction. Partner with ACSI to access a wealth of data on life insurance products, services, and practices that help you connect with your customers.
At a glance:
Most recent data:
12 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
|First Hidden Column||Company||2021||2022||% Change|
|1||New York Life||76||83||9%|
NM – Not Measured NA – Not Available
Life Insurance Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
|Quality of mobile app||81||82|
|Reliability of mobile app (minimal down time, crashes, lags)||81||81|
|Courtesy and helpfulness of representative/agent (policy purchase, insurance questions)||79||79|
|Speed and efficiency of policy approval||80||79|
|Variety of policy options||78||79|
|Ease of understanding premium calculation||78||77|
|Availability and range of policy discounts (good health, bundling with other types of insurance policies)||76||76|
Industry averages are weighted by companies’ market shares.