Record high customer satisfaction among auto insurance customers is clearly good news for customers, especially at a time when their overall customer experience is being tested by the rising cost of auto insurance. For insurers, on the other hand, record satisfaction is creating new challenges, as customers’ expectations create the need for new standards for service by insurers.
Among these challenges is meeting ever-evolving expectations for digital channels and services that provide easy online processes comparable to those offered by Amazon and Uber.
