MAYFIELD VILLAGE, Ohio – According to a recent study by The Customer Respect Group (CRG), Progressive ranked no. 1 for positive Web-based customer experiences and earned a 7.5 on a 10-point scale — an "Excellent" rating — on the Customer Respect Index, which measures customers' online interactions with a company. The auto insurance industry as a whole earned a 5.5 rating. CRG called progressive.com "strikingly interactive and innovative" thanks to its RSS feeds, blogs and other features.
The study examines how well 22 auto insurance Web sites match the expectations of online visitors. Analysis focuses on: • Simplicity — self-service facilities, consistency, general usability • Attitude — accessibility, such as support for users with visual disability • Responsiveness — quality and speed of e-mail replies, other communication facilities • Principles — respect for personal data supplied online • Transparency — explanation of data-handling processes, clarity, openness. "We continue to enhance progressive.com to make it easy to use and the first place Internet auto insurance consumers want to go," says Toby Alfred general manager with Progressive's customer acquisition group. "It's rewarding to know that all of our hard work is paying off." |