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The Keynote® Rankings for Auto Insurance Web Sites is part of a syndicated competitive intelligence
program designed to benchmark and improve the performance of leading Web businesses.
By capturing customer feedback and behavior at the point of interaction with a site, and with accurate knowledge
of their intent, Keynote is able to provide a complete understanding of their online experience and how it relates
to business goals. This realistic and in-depth view of the customer experience links companies with their customers
and prospective customers and helps them to truly understand what consumers think, how they behave—and why.
For the Keynote Rankings for Auto Insurance Web Sites, Keynote monitored over 1,500 consumers as they
interacted with the following Web sites:
AIG |
Allstate |
American Family |
Esurance |
GEICO |
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Liberty Mutual |
MetLife |
Nationwide |
Progressive |
State Farm |
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The consumers were asked to pursue goals and provide their reactions across a number of areas of the site experience.
They provided their reactions and answered questions while Keynote recorded their behavior and captured their responses
using the proprietary Keynote customer experience methodology. More than 250 metrics were measured across each site.
Keynote then assessed the impact of the user’s experience through a range of indices and a driver analysis
to better understand which sites delivered the best business outcomes, and what were the key drivers behind this success.
Best Sites
The overall Keynote Customer Experience Ranking is the highest-level score of customer experience and is based on
an aggregate score of site performance across all 250 customer experience metrics measured in the study. The overall
ranking shows which sites are most successful in terms of satisfying customers, driving customer acquisition,
and supporting the company’s brand.
Of all the sites included in the study, Progressive, GEICO and American Family were the most successful overall,
providing the most effective online experience for consumers.
Keynote Customer Experience Ranking
Auto Insurance Web Sites |
June 2006 |
1 |
Progressive |
2 |
GEICO |
3 |
American Family |
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May 2005 |
1 |
Progressive |
2 |
Allstate |
3 |
State Farm |
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To learn more about which leading auto insurance companies are using their Web sites to build satisfied and loyal
customer bases, and what they are doing right, contact Keynote Sales about purchasing the Keynote Rankings for
Auto Insurance Web Sites.
For more information on these studies, read the full press release.
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