Customer experience index, 2010 : insurance providers : USAA tops the list, but Liberty Mutual Insurance gains significant ground

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<title>Customer experience index, 2010</title>
<subTitle> : insurance providers : USAA tops the list, but Liberty Mutual Insurance gains significant ground</subTitle>
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<namePart>Temkin, Bruce D.</namePart>
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<namePart>Catino, Shelby</namePart>
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<publisher>Forrester Research</publisher>
<dateIssued>2010</dateIssued>
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<abstract displayLabel="Summary">Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forresters third annual Customer Experience Index (CxPi)  ranking 133 firms in 14 different industries. In this document, we examined the 14 insurance providers on the list. For the third year in a row, USAA took the top spot in the industry. Led by a 28-point rise in its enjoyability rating, Liberty Mutual Insurance had the largest increase of any company in the entire CxPi. Since a modest improvement in customer experience can generate hundreds of millions of dollars in incremental revenue, insurance companies should accelerate their journey to experience-Based Differentiation (EBD) in 2010.</abstract>
<note type="statement of responsibility">by Bruce D. Temkin with William Chu and Shelby Catino</note>
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