Measuring the online experience of auto insurance companies

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Measuring the online experience of auto insurance companies"

Transcription

1 AUTO INSURANCE BENCHMARK STUDY Measuring the online experience of auto insurance companies Author: Ann Rochanayon Sr. Director of UX/CX Research at UserZoom

2 Contents Introduction Study Methodology Summary Task Results Task 1: Open Research Task 2: Getting a Quote Overall Findings Recommendations Appendix About UserZoom

3 Introduction The Internet is a common resource for those shopping for auto insurance. An increasing number of consumers gather information about auto insurance online. According to a 2012 McKinsey Research study, 73% use the Internet to gather auto insurance information, an increase from 55% in % 55% To gain further insight into consumer behavior while researching auto insurance online, UserZoom s researchers created a competitive benchmark study with the following goals: 1. Determine what sites participants visit to research auto insurance options. 2. Understand which auto insurance company offers the best online quote experience. 3. Assess the impact of the online quote process on brand perception, Net Promoter Score and conversion. Winning share and customer loyalty in auto insurance: Insights from McKinsey s 2012 auto insurance Customer Insights research 3

4 Study Methodology Sites evaluated: US participants 200 participants were recruited by from a panel provider N=200 (~50 participants per site) Between-subjects design Participants were randomly assigned to evaluate one of four auto insurance companies after completing an open research task Ages 25+ Must own a vehicle Participated via. desktop / laptop 4

5 Participants were invited from a panel to answer a few questions in the screener survey to ensure they meet the demographic criteria for the study. Qualified participants were taken directly into the study where they re asked a few market research questions and assigned to perform two tasks. The first was an open task where participants may visit any site to research auto insurance options. For the second task, participants were randomly assigned to one of the four sites to evaluate the auto insurance quote process. Upon completion of the tasks, participants answered a few questions about their overall experience in the wrap-up section. Screener Introduction Tasks Research Auto Insurance Options Starting from this BLANK WEB PAGE, research options for auto insurance online. Do not go through the quote process. Navigate the web as you typically would if you were actually researching auto insurance in real life. Customer Service Obtain an auto insurance quote on the [COMPANY] site. Wrap-up 5

6 Summary Open Research Task Site Specific Findings 6

7 Open Research Task 83% of study participants indicated they typically research auto insurance coverage and pricing online, more than any other method of research. This underscores the importance of having a good web presence, offering the information users seek and providing a good online experience. During the open research task, participants began the process of researching options for auto insurance on a blank page to eliminate any potential bias introduced by a specific start page. The most common types of information participants looked for were auto insurance quotes, rate comparison, and discount information. Most succeeded in finding the information they were seeking, however, some participants were unable to find information such as a comparison tool or site, independent reviews, and discount information. Search engines were the most common type of site participants visited first (56%) with Google being the most popular search engine. 60% of search terms used were general, with terms such as Auto insurance, car insurance being most frequently used. Participants also searched for specific insurance companies, but in much lower numbers. Specific insurance sites were the second most common type of site first visited by participants (41%) with GEICO, Allstate, Progressive, and State Farm being the top visited insurance sites. These top four sites correspond with the insurance sites participants were most aware of and also the insurance sites with the highest marketing spend. 7

8 Site Specific Findings User Experience Rankings Progressive edged out Allstate and other auto insurance companies tested in this benchmark in the User Experience Rankings. GEICO had a solid third place ranking, while AAA lagged behind all sites. To assess the overall user experience of the sites, UserZoom captured over twelve measures of the participant experience while obtaining an online auto insurance quote. The user experience metrics captured include key performance indicators such as task effectiveness, task efficiency, ease of use, trust and conversion. The User Experience Rankings were derived based on how each site performed according to each user experience metric. Progressive fares the best in the User Experience Rankings 8

9 Site Specific Findings Participants rated Progressive highest on several key metrics, including Organization and Layout, Overall Satisfaction and Likelihood to Visit the Site in the Future to Request a Quote. In unaided comments, many participants found the quote process easy and fast. Participants also perceived that Progressive handles privacy and security better than the other sites studied. Allstate rated highest on ease of obtaining a quote and more participants felt the quote process was just the right length and required the right amount of information, although more time was spent obtaining a quote on Allstate than on the other sites. Participants experienced the fewest obstacles while obtaining a quote on Allstate. Allstate also had the highest brand perception (pre and post study) and the greatest increases in associations with positive brand attributes. Participants were most successful on the GEICO site when asked to obtain a quote. GEICO also rated highest on ease of use. However, one of the biggest frustrations with GEICO was the amount of information required and not enough explanation as to why the information is required. AAA was rated the lowest by participants across all key performance metrics (i.e., Ease of Obtaining a Quote, Organization and Layout, Overall Satisfaction, Likelihood to Visit Site in the Future to Request a Quote, and Net Promoter Score). Out of the sites studied, AAA had the lowest brand awareness. Note that AAA also provides a different site experience depending on the participant s region. Allstate also had the highest Net Promoter Score. 9

10 auto insurance Task 1 Open Research Description: Starting from this BLANK WEB PAGE, research options for auto insurance online. Do not go through the quote process. Navigate the web as you typically would if you were actually researching auto insurance in real life. 10

11 Participants were most interested in looking for auto insurance quotes, rate comparison, and rate discount information. Which of the following type(s) of information did you look for while researching auto insurance options [Check all that apply]. Auto insurance quotes 56% Rate Comparison 52% Rate discouunt information 44% How to choose coverage / deductible amounts 36% Multi policy discount 36% Determine how much insurance needed 29% Information about agents 22% Other 5% N =

12 Nearly all participants were successful in researching options for auto insurance online, while 78% found the process easy. Those who had difficulty, primarily were frustrated with the questions required to obtain a quote. Were you able to research options for auto insurance? 2% How difficult or easy was it to research options for auto insurance online? 2% 20% 78% Yes No 98% very difficult (1-2) Neutral (3-5) Very easy (6-7) Why was it less than easy to research options for auto insurance online? They don t give quotes without all your information They ask so many questions that don t matter They want too much personal info up front. I m not willing to give it all away for fear that they d plague me with repeated phone calls or s or mail Too many questions that I couldn t answer 12

13 Although most found the information they sought, a few had difficulty finding information such as comparison tool or site, independent reviews, and discount information. Please list any information you expected to find about auto insurance, but didn t. An easy comparison site of all car insurance A third party tool for rate comparison and reviews A place where you compare most major insurances. Or compare other insurers on the site Discounts for good driving record, seat belt use, airbags More information on insurance agents near me that sell insurance from more than one company Multi-insurance to put my house and auto together Each site almost immediately wanted name, contact and demographic info; not even able to get ranges of costs without providing them personally identifiable info. Makes researching tough without becoming a sales target 13

14 56% used a search engine to begin the process of researching auto insurance. Of the search engines first visited, Google was the most popular (73%) followed distantly by Bing (11%) and Yahoo! (9%). First Type of Site Visited 3% 1% First Search Engine Visited 1% 6% 41% 56% 11% 9% N = % Search Engine Insurance Site Insurance Broker Other Google Bing Yahoo MSN Other During the open search task, participants visited just under 2 sites and spent 2.61 minutes on average. 59% used a search engine at anytime during the task. Open Task Stats Average Number of Sites Visited Average Time Spent min N = 190 Used search at anytime 59% 14

15 Many participants also had a specific insurance company in mind when they began their research. 41% started the open research task on an insurance company website. GEICO and Allstate received the most visits from participants beginning their tasks. First Type of Site Visited 3% 1% First Insurance Company Site Visited 41% 56% 3% 3% 6% 6% 5% 27% 13% 16% N = 77 21% Search Engine Insurance Site Insurance Broker Other GEICO Allstate Progressive State Farm Farmers Liberty Mutual Mercury USAA Other N =

16 84% of all participants visited an insurance company site at anytime during their open task. GEICO was also the most visited insurance company site overall. 21% visited GEICO at anytime during the course of their research, followed by Progressive (18%), and Allstate (14%). Percentage Who Visited Insurance Sites ANYTIME During the Open Task GEICO Progressive Allstate State Farm Liberty Mutual Nationwide AAA Esurance Travelers USAA Other 21% 18% 14% 10% 5% 5% 3% 3% 3% 2% 9% N =

17 60% used general search terms to research auto insurance options, while 58% searched for specific insurance companies during their research process. Search Terms Search Terms Auto insurance, car insurance 22% Insurance quotes, online insurance quotes 3% Auto insurance companies, car insurance companies State farm, state farm car insurance, state farm quote 14% 9% Metlife, Metlife auto insurance Travelers insurance Farmers, farmers insurance 3% 3% 2% Allstate, allstate.com 8% Hartford, Hartford insurance 2% Geico 8% Mercury insurance 2% Auto insurance quotes, car insurance quotes 7% 21st century 1% Liberty Mutual 5% Amica 1% Cheap, cheapest auto insurance 4% Auto insurance review 1% Nationwide, nationwide insurance 4% Free car insurance quotes online 1% Progressive, progressive auto insurance 4% Rating territory insurance 1% AAA, AAA insurance, AAA.com 4% Shelter insurance 1% Insurance 4% Safeco 1% Car insurance comparison, compare auto insurance 3% General search terms used Searched for specific insurance companies N =

18 The following video illustrates one of the more common behaviors participants exhibited when asked to research auto insurance options starting from a blank page. 18

19 Task 2 Getting a Quote Description: Obtain an auto insurance quote on the [COMPANY]. 19

20 When asked to obtain a quote, participants were most successful on the GEICO site and rated GEICO highest on ease of use. Allstate had the second-highest ratings and participants encountered the least number of issues while performing the task. Key Performance Metrics Task success 62%* 80% 82% 76% Ease of use 46%* 63% 69% 52%* Did not encounter issues 34% 47% 39% 42% *Significantly lower than site with highest rating at 90% CI Site with the highest rating Site with the lowest rating Task success: Responded Yes when asked, Were you able to obtain an auto insurance quote on [COMPANY] site? Ease of use: Responded 6-7 on a 7-point scale when asked, How difficult or easy was it to obtain auto insurance information on this site? where 1 = Very difficult and 7 = Very easy. Did not encounter issues: Responded I did not encounter any problems or frustrations when asked, Which of the following problems and frustrations, if any, did you encounter while obtaining an auto insurance quote? 20

21 Although participants spent more time obtaining a quote on Allstate, they felt Allstate required the right amount of information and the quote process took the right amount of time. Key Performance Metrics Right length of time to obtain quote 60% 76% 67% 64% Right amount of info required 62% 84% 61% 68% Time on task (min) *Significantly lower than site with highest rating at 90% CI Site with the highest rating Site with the lowest rating Right length of time to obtain quote: Responded Just right when asked How would you rate the length of time to obtain an auto insurance quote on the GEICO site? Right amount of info required: Responded Just right when asked, Which of the following describes the amount of information required to obtain a quote on this site? 21

22 Participants had more difficulty obtaining a quote on AAA due to a variety of obstacles. AAA participants had more problems determining where to start the quote process and technical issues. Allstate participants encountered the least problems and frustrations. Problems and Frustrations Quote Process Unclear where to go to start the quote process Process of obtaining a quote was confusing Unsure where I was at in quote process 6% 2% 8% 4% 2% 6% 4% 16% 18% 24% 20% 26% Information Required Scrolling Tecnical Issue Too many steps required Unsure how to move forward with obtaining a quote Unsure what info was required vs. optional Too much information was needed Didn t understand why certain info was required Didn t understand terminology used Too much scrolling required Encountered an error / technical issue Site was slow Other I did not encounter any problems or frustrations 2% 4% 0% 2% 0% 2% 4% 6% 8% 6% 10% 6% 6% 6% 6% 10% 12% 8% 10% 10% 6% 12% 8% 6% 4% 8% 8% 12% 12% 12% 16% 16% 16% 16% 18% 16% 22% 20% 16% 22% 34% 39% 42% 47% AAA Allstate GEICO Progressive 22

23 What did users like? I liked that it had options to customize a quote or get a standard or premium quote. The site asked simple, easy-to-understand questions in gathering information in how to best help me get the best coverage I could afford. It was straightforward what to type in where. It was easy to fill out the information. Nothing confusing about it. The process was easy to follow and the questioning unfolded in a logical way. The webpages were designed well and easy to read. The process was easy to follow and the layout made sense in the way it was organized Also I appreciate that I could skip enter my social security number because I do not feel like it is necessary to reveal this information in order to get a quote. Most questions were easy to answer without having your policy in front of you. It looks up discounts and tries to verify your correct information. It was easy to understand what information they needed for the quote. I found the forms very easy and self explanatory. First question asked was whether I wanted to bundle policies to save more; liked that Did provide option to explain why each / most questions were being asked. The site pages were designed well and let me answer the way I wanted. They made suggestions or gave me options. I thought it was a very well thought out process and the quote was a decent amount. Could use name my price. Gave comparisons. Easy, quick. 23

24 Overall Findings 24

25 Study participants found the Allstate easiest to use to obtain a quote, significantly easier than AAA, the lowest rated site across all key performance metrics. There were no other meaningful differences in other key performance metrics. Progressive rated highest on Organization and Layout, Overall Satisfaction and on Likelihood to Visit to Request a Quote in the Future. Key Performance Metrics Ease of obtaining a quote 42%* 65% 61% 54% Organization and layout 56% 63% 59% 66% Overall satisfaction 50% 57% 55% 60% Likelihood to visit to request a quote in the future 34% 43% 39% 50% *Significantly lower than site with highest rating at 90% CI Site with the highest rating Site with the lowest rating Ease of obtaining a quote, Organization and layout, and Satisfaction: Responded 6-7 on a 7-point scale when asked, Please rate the [COMPANY] site on the following where 1 = Negative and 7 = Positive Likelihood to visit to request a quote in the future: Responded 6-7 on a 7-point scale when asked, How likely would you be to visit the [COMPANY] site to request a quote in the future? where 1 = Not at all likely and 7=Extremely likely 25

26 Participants also rated Progressive highest in terms of privacy, security, and handling personal information compared to other sites. Progressive provides reassurance to users about privacy and security in several places during the quote process. Based on your experience with the site today, please rate your level of agreement with the following statements. Privacy and Trust The site seems to handle privacy and security well 54% 51% 48%* 66% I would trust this company with my personal information 44% 57% 44% 58% *Significantly lower than site with highest rating at 90% CI Site with the highest rating Site with the lowest rating 26

27 Brand perception slightly decreased for all sites after interacting with the sites to obtain a quote. The drops were not significant. Participants had a better impression of the Allstate site both pre and post-study with brand perception ratings significantly higher than all sites. Pre vs. Post Brand Perception Based on what you know / your experience today, please rate your perception of [COMPANY]. 73% 63% 56% 46% 52%* 45%* 55%* 48% Site Delta AAA -10% Allstate -10% GEICO -7% N=39 N=50 N=49 N=51 N=46 N=49 N=47 N=50 AAA Allstate GEICO Progressive Pre Post Progressive -7% *Significantly lower than site with highest rating at 90% CI Responses of 6-7 shown from a 7-point scale where 1 = Negative and 7=Positive 27

28 In addition to having the best perceived brand perception, Allstate also had the highest Net Promoter Score with more site promoters than detractors. How likely is it that you would recommend the [COMPANY] website to a friend or a colleague? AAA 58% 18% 24% NPS -34% Allstate 31% 33% 35% 4% GEICO 47% 28% 24% -22% Progressive 44% 20% 36% -8% Detractors (0-6) Passivees (7-8) Promoters (9-10) 28

29 Allstate also had the most increases in positive brand attributes associated with the company. GEICO and Progressive saw a few increases as well. Change in Associated Positive Brand Attributes Pre vs. Post Site Evaluation Which of the following words or phrases would you use to describe [COMPANY]? Innovative -8% -10% 16% 2% Comprehensive -26% -16% -4% 0% Trustworthy -26% -22% -6% -11% Dependable 0% 0% 0% 9% Established -6% -6% -6% 0% Customer-oriented -19% -14% -16% -3% Convenient -12% -3% 2% 17% Helpful -14% -9% -1% 8% Easy -3% 4% 8% 21% Accessible 7% -5% -2% 12% Value -9% -6%-4% 0% Inexpensive -18% -11% -2% -4% AAA Allstate GEICO Progressive 29

30 After interacting with the site, more participants perceived Allstate, AAA, and Progressive as untrustworthy and more participants perceived Progressive as expensive. Meanwhile, associations with untrustworthy and expensive decreased for GEICO. Change in Associated Negative Brand Attributes Pre vs. Post Site Evaluation Which of the following words or phrases would you use to describe [COMPANY]? Untrustworthy Expensive 6% 8% -1% 4% -4% 10% -7% 8% AAA Allstate GEICO Progressive 30

31 Recommendations 31

32 1. Ensure that the site is optimized for common search terms users utilize when searching for auto insurance. 2. Consider paid search ads with Google and possibly Yahoo! and Bing. 3. Reassure users that their privacy is protected and their information is secure. Obtain certification from trusted third parties and use the privacy and security seal / logo during the quote process to help visually illustrate the site is secure. Provide visible and easy access to the privacy policy link throughout the entire quote process. 3. If information about the user is being pulled from other sources to generate a quote, clearly disclose this. Allow users the opportunity to edit this information if needed. 4. Provide clear visual indicators of where users are during the quote process. 5. Provide easy access to further information / explanation as to why information is needed. 6. Include links to explanations to industry terms (e.g., types of coverage) that users may not understand. 7. Clearly indicate which information is required to proceed with the quote process. 8. If there is an error in the quote process, explain what the error is and how to fix it. The error should be marked inline. Ideally take users directly to the error. 9. Provide guidance on how to fill out quote (e.g., format for date of birth). 10. Allow certain types of information to be optional, but explain why providing the information would be useful (e.g., Social Security Number, Vehicle Identification Number (VIN)). 11. Assist users in finding discount opportunities. 32

33 Appendix 33

34 A majority of participants typically research auto insurance coverage and pricing online, more than any other method. How do you typically research auto insurance coverage and pricing? [Check all that apply] Research Online 83% Discuss with an insurance agent 55% Discuss with friends / family 43% Review Information I receive through the mail 37% an insurance company 22% I have never researched auto insurance 37% Other 22% 34

35 GEICO had the highest level of brand awareness, followed closely by Allstate, Progressive, State Farm, and Farmers. These four companies also have the highest marketing spend. Which of the following auto insurance companies have you heard of? [Check all that apply] N = 200 GEICO Allstate Progressive State Farm Farmers Nationwide Liberty Mutual AAA MetLife Travelers 21st Century The Hartford USAA Mercury Other None of the above 1% 7% 23% 61% 60% 57% 95% 94% 94% 93% 91% 87% 80% 79% 76% 70% Sites evaluated in the UserZoom benchmarking study Winning share and customer loyalty in auto insurance: Insights from McKinsey s 2012 auto insurance Customer Insights research 35

36 Participants were divided when asked if they preferred a shorter quote process that is less accurate or a longer quote process with a more accurate quote. If you were planning to switch auto insurance, which of the following would you prefer when seeking auto insurance quotes? 51% 49% A shorter quote process with a less accurate quote, but less information required A longer quote process with a more accurate quote, but more information required 36

37 About UserZoom UserZoom is the #1 platform for cost-effective and agile usability testing and user experience analytics. We offer a worry-free, all-in-one solution: software + services + recruitment. 1 Software Platform UX Research Services Unmoderated Remote Usability Testing Live Web & Mobile Task-based Surveys UX Benchmarking Competitive Research International Research Information Architecture & Design Validation Card Sorting Tree Testing Click Testing Prototype Testing CX Measurement / VOC Live Web & Mobile True Intent Studies (Intercepts) Online Surveys Web Analytics Integration Software Platform 1 Recruiting Solutions UX Research Services Invitation links Private list Social media The best way to understand the power of UserZoom is to see it for yourself 2 Our UX Research Team ensures your success: 1. Strategizing 2. Initial training & support 3. Setting up studies 4. Managing all recruiting tasks 5. Launching, monitoring 6. Analyzing results, reporting 3 Recruiting Solutions We recruit in 3 ways: 1. Using a Panel Strict quality controls National and international reach 2. Customized invitation layer Intercept studies Request a Free Demo 37

New Data Sources & Auto Insurance Shopping Greg Flemming Lightspeed Research Financial Services Group

New Data Sources & Auto Insurance Shopping Greg Flemming Lightspeed Research Financial Services Group New Data Sources & Auto Insurance Shopping Greg Flemming Lightspeed Research Financial Services Group Car Shopping Isn t What It Used To Be... And Neither is Shopping for Auto Insurance Insurers are not

More information

Measuring the User Experience of Fashion Web Stores on Tablet Devices

Measuring the User Experience of Fashion Web Stores on Tablet Devices MOBILE BENCHMARK STUDY Measuring the User Experience of Fashion Web Stores on Tablet Devices www.userzoom.com MOBILE BENCHMARK STUDY Table of contents Content Introduction A brief overview of mobile commerce

More information

Online Auto Insurance

Online Auto Insurance Online Auto Insurance Presented to IIABA ACT Susan Engleson, Senior Director September 27, 2013 comscore is a leading internet technology company that provides Analytics for a Digital World NASDAQ SCOR

More information

State Farm and GEICO Case Studies: Using Segmentation to Uncover Profitable Customer Retention Opportunities

State Farm and GEICO Case Studies: Using Segmentation to Uncover Profitable Customer Retention Opportunities and Case Studies: Using Segmentation to Uncover Profitable Customer Retention Opportunities A Management Discussion Based on the 2009 Personal Insurance Retention Analysis SM Financial Services and Insurance

More information

P&C MATRIX INSIGHTS DECK SECOND QUARTER 2015 AUTHOR: KEITH HORBERT PUBLISHED: AUGUST 2015

P&C MATRIX INSIGHTS DECK SECOND QUARTER 2015 AUTHOR: KEITH HORBERT PUBLISHED: AUGUST 2015 INSIGHTS DECK SECOND QUARTER 2015 AUTHOR: KEITH HORBERT PUBLISHED: AUGUST 2015 BACKGROUND BACKGROUND As part of our Monitor Services, Corporate Insight provides clients with a quarterly analysis of key

More information

J.D. Power Reports: Auto Insurance Customer Satisfaction Declines Compared with 2012 Primarily Due to Higher Rates

J.D. Power Reports: Auto Insurance Customer Satisfaction Declines Compared with 2012 Primarily Due to Higher Rates Reports: Auto Insurance Customer Satisfaction Declines Compared with 2012 Primarily Due to Higher Rates Insurers Achieve Higher Satisfaction Scores When They Discuss Rate Increases with Customers Prior

More information

Preparing for the Hard Market in Personal Auto Insurance

Preparing for the Hard Market in Personal Auto Insurance Preparing for the Hard Market in Personal Auto Insurance A Management Discussion Based on the 2009 National Auto Insurance Study SM Financial Services and Insurance Research Group August 2009 A Global

More information

J.D. Power Reports: Gen Y Least Satisfied among Generational Segments with Homeowners and Renters Insurance

J.D. Power Reports: Gen Y Least Satisfied among Generational Segments with Homeowners and Renters Insurance J.D. Power Reports: Gen Y Least Satisfied among Generational Segments with Homeowners and Renters Insurance Amica Mutual Ranks Highest in Homeowners Insurance Customer Satisfaction; GEICO Ranks Highest

More information

93% of staff (274) who completed the on-line training provided feedback. This indicated that staff felt that:

93% of staff (274) who completed the on-line training provided feedback. This indicated that staff felt that: APPENDIX 4 FEEDBACK ON ON-LINE AWARENESS TRAINING Equality and Diversity Awareness Training Feedback The online equality and diversity awareness training package was launched in October 2009. Since then,

More information

ONLINE AUTOMOBILE INSURANCE REPORT APRIL, 2007

ONLINE AUTOMOBILE INSURANCE REPORT APRIL, 2007 ONLINE AUTOMOBILE INSURANCE REPORT APRIL, 2007 FOR FURTHER INFORMATION, PLEASE CONTACT: KEVIN LEVITT COMSCORE, INC. KLEVITT@COMSCORE.COM 703.438.2384 MEASURING THE DIGITAL WORLD PAGE 1 Introduction to

More information

The Simple Way to Measure Customer Experience. First Briefing Paper

The Simple Way to Measure Customer Experience. First Briefing Paper The Simple Way to Measure Customer Experience First Briefing Paper 2014 1 The Simple Way to Measure Customer Experience 1.1 Measuring Customer Experience Customer experience ( CX ) is the sum of all the

More information

UserZoom s Unmoderated Online Remote Usability Testing

UserZoom s Unmoderated Online Remote Usability Testing Do you need help selling UserZoom's UX research solution to your Management Team? We're here to help! The following Business Case was created by one of our current customers in the Financial Industry 1.

More information

Sales and Servicing Strategies to Grow Your Agency s Business

Sales and Servicing Strategies to Grow Your Agency s Business About this article: Recent research offers invaluable insights about what drives personal lines consumers to choose particular providers for insurance, what s important to them in making their decisions

More information

J.D. Power Reports: Auto Insurance Satisfaction Reaches All-Time High, Fewer and Smaller Premium Increases Cited

J.D. Power Reports: Auto Insurance Satisfaction Reaches All-Time High, Fewer and Smaller Premium Increases Cited w J.D. Power Reports: Auto Insurance Satisfaction Reaches All-Time High, Fewer and Smaller Premium Increases Cited Auto-Owners Insurance, and Each Rank Highest in Two of the 11 Regions WESTLAKE VILLAGE,

More information

Hispanic Driver s Age Distribution 2009 0.00% 0-4 5-9 10-14 15-17 18-20 21-24 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60-64 65-69 70-74 75+

Hispanic Driver s Age Distribution 2009 0.00% 0-4 5-9 10-14 15-17 18-20 21-24 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60-64 65-69 70-74 75+ Overview BehaviorBase AUTO INSURANCE 2 The Hispanic market continues to grow and many auto insurance companies have taken notice as the number of Hispanic drivers explodes. Within the auto insurance industry

More information

Winning Share and Customer Loyalty in Auto Insurance

Winning Share and Customer Loyalty in Auto Insurance Financial Services Practice Winning Share and Customer Loyalty in Auto Insurance Insights from McKinsey s 2012 Auto Insurance Customer Insights Research Winning Share and Customer Loyalty in Auto Insurance

More information

Web Self-Service Platforms and Constituent Communication. US Department of State

Web Self-Service Platforms and Constituent Communication. US Department of State Web Self-Service Platforms and Constituent Communication US Department of State About Us Bureau of International Information Programs Conducting public diplomacy by connecting people with policy Office

More information

Why Your Practice Needs a Mobile Website Interface Right Now and How To Make it Happen.

Why Your Practice Needs a Mobile Website Interface Right Now and How To Make it Happen. Online Marketing Suite See page 4 to get a FREE mobile report! Why Your Practice Needs a Mobile Website Interface Right Now and How To Make it Happen. www.practicedock.com Ph. 877-412-4324 Why Your Practice

More information

AUTO INSURANCE PREFERENCES

AUTO INSURANCE PREFERENCES Hispanic Mobile Users AUTO INSURANCE PREFERENCES THE LATINO MOBILE AD NETWORK 2 TABLET OF CONTENT Introduction Syndicated Data Survey Methodology Key Takeways Hispanic Smartphone and Tablet Populations

More information

12 Questions to ask before beginning your website redesign

12 Questions to ask before beginning your website redesign 12 Questions to ask before beginning your website redesign About the Author Dallas McMillan is the founder and CEO of Influential. He has spent over 10 years mastering marketing, branding and website design

More information

Getting ahead online. your guide to. GOL412_GBBO brochure_aw5.indd 1 10/2/10 10:10:01

Getting ahead online. your guide to. GOL412_GBBO brochure_aw5.indd 1 10/2/10 10:10:01 1 Getting ahead online your guide to GOL412_GBBO brochure_aw5.indd 1 10/2/10 10:10:01 2 Welcome to Getting British Business Online Whether you re totally new to the Internet or already have a website,

More information

Cloud Productivity Is Key to Success: A Survey of Young Businesses

Cloud Productivity Is Key to Success: A Survey of Young Businesses Cloud Productivity Is Key to Success: A Survey of Young Businesses Cloud Productivity Is Key to Success: A Survey of Young Businesses Executive Summary In every market in every region, launching and building

More information

Jiffy Lube Uses OdinText Software to Increase Revenue. Text Analytics, The One Methodology You Need to Grow!

Jiffy Lube Uses OdinText Software to Increase Revenue. Text Analytics, The One Methodology You Need to Grow! Jiffy Lube Uses OdinText Software to Increase Revenue. Text Analytics, The One Methodology You Need to Grow! The Net Promoter score (NPS) is considered the most important customer loyalty metric by many

More information

Dylan McCaugherty 03/29/11. Background Research

Dylan McCaugherty 03/29/11. Background Research Progressive Auto Insurance: Flo s Superstore Ad Campaign A. Situation Analysis Background Research Joseph Lewis and Jack Green founded Progressive Auto Insurance in 1937 ("Progressive history," 2011).

More information

NMHIX SMALL BUSINESS SURVEY JULY 2015 TOPLINE RESULTS N = 421 SMALL BUSINESSES

NMHIX SMALL BUSINESS SURVEY JULY 2015 TOPLINE RESULTS N = 421 SMALL BUSINESSES JULY 2015 TOPLINE RESULTS N = 421 SMALL BUSINESSES 1. WHAT ARE THE BIGGEST CHALLENGES YOU FACE IN HIRING AND RETAINING? BIGGEST CHALLENGES FACED IN HIRING AND RETAINING TOP 8 UNAIDED RESPONSES LACK OF

More information

Service Satisfaction Survey Summary Report

Service Satisfaction Survey Summary Report Service Satisfaction Survey Summary Report Regional Services Division Prepared by and Corporate Planning Branch October 214 Executive Summary The Service Satisfaction Survey was launched on March 26 th

More information

Improve customer experience and increase conversions while maintaining a competitive edge.

Improve customer experience and increase conversions while maintaining a competitive edge. CUSTOMER PROFILE Headquarters: Seattle, WA Founded: 2005 Industry: Technology URL: zillow.com THE GOAL THE RESULT Improve customer experience and increase conversions while maintaining a competitive edge.

More information

Target and Acquire the Multichannel Insurance Consumer

Target and Acquire the Multichannel Insurance Consumer Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?

More information

Marketing Online SEO Facebook Google Twitter YouTube

Marketing Online SEO Facebook Google Twitter YouTube Marketing Online SEO Facebook Google Twitter YouTube What is Internet Marketing? Internet marketing is considered to be broad in scope[1] because it not only refers to marketing on the Internet, but also

More information

Hedge Fund Marketing Essentials: Insights, Strategies and a CRM

Hedge Fund Marketing Essentials: Insights, Strategies and a CRM Hedge Fund Marketing Essentials: Insights, Strategies and a CRM Thursday, November 5, 2015 Today s Experts Jaime Bean Managing Director Ledgex Systems Lauren Colonna Principal & Creative Director Ovis

More information

Mobile Path to Purchase Study. Understanding Mobile s Role in the Retail Path to Purchase

Mobile Path to Purchase Study. Understanding Mobile s Role in the Retail Path to Purchase 2013 Mobile Path to Purchase Study Understanding Mobile s Role in the Retail Path to Purchase THE MOBILE INSURANCE USER Mobile and PC are companion tools for insurance complementing each other in different

More information

www.hcltech.com Effective Bundling: Just Selling Another Product or Managing Risk Portfolio? whitepaper May 2014

www.hcltech.com Effective Bundling: Just Selling Another Product or Managing Risk Portfolio? whitepaper May 2014 www.hcltech.com TM Effective Bundling: Just Selling Another Product or Managing Risk Portfolio? whitepaper May 2014 TABLE OF CONTENTS Executive Summary 3 Does Discount Reflect True Value of Product Bundling?

More information

Oregon Health Insurance Marketplace Focus Group Report

Oregon Health Insurance Marketplace Focus Group Report Oregon Health Insurance Marketplace Focus Group Report July 27, 2015 Table of Contents Executive Summary 3 Purpose and Methodology 4 Key Findings 5 Focus Group Results 6 Health insurance provided by the

More information

DRIVING A BETTER CUSTOMER EXPERIENCE A DIGITAL USER EXPERIENCE ANALYSIS OF THE UK S TOP CAR INSURERS

DRIVING A BETTER CUSTOMER EXPERIENCE A DIGITAL USER EXPERIENCE ANALYSIS OF THE UK S TOP CAR INSURERS DRIVING A BETTER CUSTOMER EXPERIENCE A DIGITAL USER EXPERIENCE ANALYSIS OF THE UK S TOP CAR INSURERS CREATED BY DATE INSTINCT STUDIOS MAY 24 INSTINCT STUDIOS A: 30 BRISTOL GARDENS LONDON W9 2JQ T: 00 44

More information

Measuring Crash Avoidance System Effectiveness with Insurance Data

Measuring Crash Avoidance System Effectiveness with Insurance Data www.iihs.org Measuring Crash Avoidance System Effectiveness with Insurance Data 2013 Government/Industry Meeting Washington, DC January 30, 2013 Matthew Moore, Vice President, HLDI The Insurance Institute

More information

CUSTOMER SATISFACTION SURVEY POINT Research and Marketing Consultancy

CUSTOMER SATISFACTION SURVEY POINT Research and Marketing Consultancy CUSTOMER SATISFACTION SURVEY POINT Research and Marketing Consultancy Copyright 2012 POINT Consultancy All rights reserved. No reproduction or distribution allowed without express written permission. The

More information

/// FRICTIONLESS BUSINESS USING I.T. TO STREAMLINE OPERATIONS

/// FRICTIONLESS BUSINESS USING I.T. TO STREAMLINE OPERATIONS WHITE PAPER /// FRICTIONLESS BUSINESS USING I.T. TO STREAMLINE OPERATIONS To move fast in today s market companies must work to remove areas of friction that slow their business down. A key element to

More information

Net Promoter Score and Partnership Working

Net Promoter Score and Partnership Working Net Promoter Score and Partnership Working What we are going to cover Introduction to NPS NPS in a partnership working environment How to do it Strength and weaknesses Time for discussions and Q and A

More information

2014 Information Technology Survey Results

2014 Information Technology Survey Results 2014 Information Technology Survey Results In our first annual IT Survey, we received 1,073 results and 2,162 comments. Below you will find a summary of the ratings we received. Respondents were asked

More information

Data Availability & Analysis From the Online Channel. Susan Engleson, sengleson@comscore.com comscore, Inc. 703-438-2109

Data Availability & Analysis From the Online Channel. Susan Engleson, sengleson@comscore.com comscore, Inc. 703-438-2109 Data Availability & Analysis From the Online Channel Susan Engleson, sengleson@comscore.com comscore, Inc. 703-438-2109 Agenda comscore & Data Introduction Online Landscape An Interesting Analysis of Consumer

More information

Engagements The Key to Understanding the Customer Journey: What to Measure and Why

Engagements The Key to Understanding the Customer Journey: What to Measure and Why The Key to Understanding the Customer Journey: What to Measure and Why Prem Uppaluru, President & Chief Executive Officer To date, contact-center technology has mainly focused on cost and operational efficiency:

More information

PROPERTY AND CASUALTY INDUSTRY E-COMPETITIVE ANALYSIS

PROPERTY AND CASUALTY INDUSTRY E-COMPETITIVE ANALYSIS PROPERTY AND CASUALTY INDUSTRY E-COMPETITIVE ANALYSIS *Abridged Version FEBRUARY 2000 BACKGROUND The reality in today s online environment is that switching to a competitor is as fast, cheap, and easy

More information

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened

More information

I WISH I COULD FIND THE TIME!

I WISH I COULD FIND THE TIME! Ping A Tier4Tech Publication Vol. 1/Issue 1 I WISH I COULD FIND THE TIME! A dentist discovers the value of a trusted partner when updating his website YOUR WEBSITE WILL BE OBSOLETE IN 18 MONTHS New technology

More information

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications Mobile Apps: What Consumers Really Need and Want A Global Study of Consumers Expectations and Experiences of Mobile Applications The Difference Between a Mobile App and a Mobile Website Before we evaluate

More information

The objective setting phase will then help you define other aspects of the project including:

The objective setting phase will then help you define other aspects of the project including: Web design At the start of a new or redesign web project, an important first step is to define the objectives for the web site. What actions do you want visitors to take when they land on the web site?

More information

Customer Experience Survey Report

Customer Experience Survey Report O F F I C E O F I N S P E C T O R G E N E R A L OFFICE OF INSPECTOR GENERAL EXPORT-IMPORT BANK of the UNITED STATES Customer Experience Survey Report Summary Report Only - Please contact the Office of

More information

Measuring and Evaluating Results

Measuring and Evaluating Results Introduction Measuring and evaluating results will provide you and your associates with the vital information you need for making key strategic and tactical decisions prior to, at and after the trade shows,

More information

Nonprofit Technology Collaboration. Web Analytics

Nonprofit Technology Collaboration. Web Analytics Web Analytics Contents What is Web Analytics?... 2 Why is Web Analytics Important?... 2 Google Analytics... 3 Using Major Metrics in Google Analytics... 6 Traffic Sources... 6 Visitor Loyalty... 9 Top

More information

UBI/Telematics : Opportunities and Challenges

UBI/Telematics : Opportunities and Challenges UBI/Telematics : Opportunities and Challenges Robin Harbage, FCAS, MAAA October 22, 2015 2015 Towers Watson. All rights reserved. Telematics : Opportunities and Challenges Part 1 : Usage-based Insurance

More information

Top Practices To Boost Your Law Firm Leads

Top Practices To Boost Your Law Firm Leads Top Practices To Boost Your Law Firm Leads Boost Your Leads It doesn t matter the legal field you specialize in personal injury, bankruptcy, real estate, family law you probably don t have the time to

More information

Your Individual Website Assessment Includes comparison to June 2008 manufacturing study data NAME of COMPANY for WEBSITENAME

Your Individual Website Assessment Includes comparison to June 2008 manufacturing study data NAME of COMPANY for WEBSITENAME WEBSITE ASSESSMENT Subject: For: Company: Your Individual Website Assessment Includes comparison to June 2008 manufacturing study data NAME of COMPANY for WEBSITENAME COMPANY NOTE: The additional elements

More information

Executive Dashboard Cookbook

Executive Dashboard Cookbook Executive Dashboard Cookbook Rev: 2011-08-16 Sitecore CMS 6.5 Executive Dashboard Cookbook A Marketers Guide to the Executive Insight Dashboard Table of Contents Chapter 1 Introduction... 3 1.1 Overview...

More information

Online Auto Insurance Report

Online Auto Insurance Report Online Auto Insurance Report April 2009 FOR FURTHER INFORMATION, PLEASE CONTACT: Susan Engleson comscore, Inc. 703-438-2109 sengleson@comscore.com 2009 comscore, Inc. Contents Introducing comscore Online

More information

Concur Customer Experience 2015 REPORT. Concur // Customer Experience 2015 Report

Concur Customer Experience 2015 REPORT. Concur // Customer Experience 2015 Report Concur Customer Experience 2015 REPORT 1 Contents 3 Welcome Contents 4 Gathering feedback 5 The impact of your feedback 5 User experience evolution 5 Product reliability 7 Looking toward the future 7 Customer

More information

Succeed in Search. The Role of Search in Business to Business Buying Decisions A Summary of Research Conducted October 27, 2004

Succeed in Search. The Role of Search in Business to Business Buying Decisions A Summary of Research Conducted October 27, 2004 Succeed in Search The Role of Search in Business to Business Buying Decisions A Summary of Research Conducted October 27, 2004 Conducted with the Assistance of Conducted by Gord Hotchkiss Steve Jensen

More information

DIGITAL FIRST For Community Financial Institutions

DIGITAL FIRST For Community Financial Institutions DIGITAL FIRST table of contents Chapter 1 Overview: Individual Consumers Chapter 2 Attract: Creating Relationships Chapter 3 Engage: Transactional Touchpoints Chapter 4 Grow: Relevant Offers and Referrals

More information

10 features your practice s website must have to improve income and patient care!

10 features your practice s website must have to improve income and patient care! 10 features your practice s website must have to improve income and patient care! What are they and how can you best take advantage of them? White paper produced - 2015 These strategic tips have proven

More information

J.D. Power and Associates Reports: Auto Insurance Customer Satisfaction Reaches an All-Time High, Driven by Satisfaction with Policy Offerings

J.D. Power and Associates Reports: Auto Insurance Customer Satisfaction Reaches an All-Time High, Driven by Satisfaction with Policy Offerings J.D. Power and Associates Reports: Auto Insurance Customer Satisfaction Reaches an All-Time High, Driven by Satisfaction with Policy Offerings Customers Tolerate Rate Hikes When Notified in Advance and

More information

5 Reasons Your Business Needs a Google Places Listing Today!

5 Reasons Your Business Needs a Google Places Listing Today! 5 Reasons Your Business Needs a Google Places Listing Today! by WhiteHat SEO Ltd Disclaimers / Legal Information All rights reserved. No part of this book may be reproduced, stored in a retrieval system

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Lean UX. Best practices for integrating user insights into the app development process. Best Practices Copyright 2015 UXprobe bvba

Lean UX. Best practices for integrating user insights into the app development process. Best Practices Copyright 2015 UXprobe bvba Lean UX Best practices for integrating user insights into the app development process Best Practices Copyright 2015 UXprobe bvba Table of contents Introduction.... 3 1. Ideation phase... 4 1.1. Task Analysis...

More information

RESELLER PROGRAM. Expand your business. Build professional apps. White Label CMS. Reseller support

RESELLER PROGRAM. Expand your business. Build professional apps. White Label CMS. Reseller support RESELLER PROGRAM Expand your business Build professional apps White Label CMS Reseller support INTRODUCTION PROGRAM RESELLER Dear Future Reseller, Thanks for your interest in the AppMachine Reseller Program.

More information

User Testing Report An Analysis of METRO.org

User Testing Report An Analysis of METRO.org User Testing Report An Analysis of METRO.org Hannah Goldstein, Michelle Magnotta, & Julie Robbins 1 Table of Contents Executive Summary 3 Introduction 4 Methodology 4 Findings & Recommendations 6 Conclusion

More information

5 Tips For Setting Measurable. Social Media Goals. 5 Tips for Measurable social media goals

5 Tips For Setting Measurable. Social Media Goals. 5 Tips for Measurable social media goals 5 Tips For Setting Measurable Social Media Goals 1 introduction Five practical tips for setting measurable social media goals Social media participation has become a must for businesses today. A survey

More information

Internet Marketing Guide

Internet Marketing Guide Internet Marketing Guide Contents 1. Internet Marketing 2. ROI 3. High Rankings 4. Internet Marketing: Techniques and options 5. Google PPC 6. Landing Pages 7. Conversions and Usability 8. SEO 9. Onsite

More information

YOU CAN ELIMINATE THE RISK OF INFLATION INJURY FROM FRONTAL AIRBAGS BY RESTRAINING CHILDREN IN A BACK SEAT.

YOU CAN ELIMINATE THE RISK OF INFLATION INJURY FROM FRONTAL AIRBAGS BY RESTRAINING CHILDREN IN A BACK SEAT. KIDS Airbags Airbags are a success. They ve inflated in millions of crashes, saved thousands of lives, and prevented many more serious injuries. But like some medications and other public health successes,

More information

What s Better? Moderated Lab Testing or Unmoderated Remote Testing?

What s Better? Moderated Lab Testing or Unmoderated Remote Testing? Room: West B 11:30-1:00 What s Better? Moderated Lab Testing or Unmoderated Remote Testing? Susan Fowler You re probably very familiar with moderated in-lab usability testing, and you may have tried a

More information

Insurance Companies: How ValChoice Helps You

Insurance Companies: How ValChoice Helps You Insurance Companies: How ValChoice Helps You The ValChoice grading system enables insurance companies to differentiate from their competition and build customer loyalty. Finally, an alternative to expensive

More information

POWER YOUR ECOMMERCE BUSINESS

POWER YOUR ECOMMERCE BUSINESS ebook POWER YOUR ECOMMERCE BUSINESS With Referral Marketing Did you know that customers are 4 times more likely to buy when referred by a friend? Learn how to launch a successful ecommerce referral marketing

More information

Beyond Clicks and Impressions: Examining the Relationship Between Online Advertising and Brand Building

Beyond Clicks and Impressions: Examining the Relationship Between Online Advertising and Brand Building Beyond Clicks and Impressions: Examining the Relationship Between Online Advertising and Brand Building Executive Summary Advertisers increasingly think of online as a place to build their brands, but

More information

Top 5. Digital Marketing Services for Local Businesses

Top 5. Digital Marketing Services for Local Businesses Top 5 Digital Marketing Services for Local Businesses Lead generation, search engine optimization and transparent analytics - trying to understand these things is enough to make your head spin.? into How

More information

SEO. People turn to search engines for questions. When they arrive at your website they are expecting immediate answers

SEO. People turn to search engines for questions. When they arrive at your website they are expecting immediate answers SEO People turn to search engines for questions. When they arrive at your website they are expecting immediate answers What is SEO and what are the advantages of using it? SEO stands for search engine

More information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

Google Analytics for Responsive Websites #edui_analytics

Google Analytics for Responsive Websites #edui_analytics Google Analytics for Responsive Websites #edui_analytics 1 there will be a time for questions at the end slides will be available - stay with me it s a lot of information one sheet up front advanced analytics,

More information

Insurance Solutions. 17 October 2013. Risk Solutions

Insurance Solutions. 17 October 2013. Risk Solutions Insurance Solutions 17 October 2013 FORWARD LOOKING STATEMENTS This presentation contains forward looking statements within the meaning of Section 27A of the US Securities Act of 1933, as amended, and

More information

Includes: Personalized analysis and advice for making http://210consulting.com more mobile-friendly

Includes: Personalized analysis and advice for making http://210consulting.com more mobile-friendly Personalized analysis and advice for making more mobile-friendly Includes: How mobile consumers see your current site Site Loading Speed Check Tips for online-only businesses Personalized advice for your

More information

Bricks And Clicks A Look At Today s Retail Marketing Trends

Bricks And Clicks A Look At Today s Retail Marketing Trends Bricks And Clicks A Look At Today s Retail Marketing Trends A Quick and Easy Guide to Digital Advertising for Local Businesses TABLE OF CONTENTS 3 4 7 11 The New Customer Path to Purchase The Rise of Mobile

More information

HOW TO MAKE PAID SEARCH PAY OFF

HOW TO MAKE PAID SEARCH PAY OFF HOW TO MAKE PAID SEARCH PAY OFF PAY PER CLICK MARKETING STRATEGY Paid search marketing is one of the most effective marketing tools ever developed because of how targeted and flexible it can be. Google,

More information

Auto-Owners Insurance and State Farm Each Rank Highest in Two of 11 Regions

Auto-Owners Insurance and State Farm Each Rank Highest in Two of 11 Regions w Reports: Improved Interactions Drive Gen Y Increase in Auto Insurance Satisfaction Auto-Owners Insurance and Each Rank Highest in Two of 11 Regions WESTLAKE VILLAGE, Calif.: 19 June 2015 Gen Y 1 customers

More information

Important Features of an Ecommerce Website

Important Features of an Ecommerce Website Important Features of an Ecommerce Website There are some important ecommerce site features you should consider which will ensure you re your ecommerce platform will provide excellent usability and accessibility

More information

Client Questionairre. Website Design Checklist

Client Questionairre. Website Design Checklist Client Questionairre Website Design Checklist Every website design project begins with a plan! We ve created this to help you define your requirements, preferences, and resources. When you put the plan

More information

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS TIP SHEET 5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS Social media participation has become a must for businesses today. A survey by CMO in February 2012 revealed that marketers expect to spend almost

More information

Auto Insurance Mobile Competitive Index KLI Syndicated Report

Auto Insurance Mobile Competitive Index KLI Syndicated Report Auto Insurance Mobile Competitive Index KLI Syndicated Report December, March, June & September THE STATE OF THE INDUSTRY Key Lime Interactive (KLI) has seen substantial enhancements to the mobile offerings

More information

One View Of Customer Data & Marketing Data

One View Of Customer Data & Marketing Data One View Of Customer Data & Marketing Data Ian Kenealy, Head of Customer Data & Analytics, RSA spoke to the CX Network and shared his thoughts on all things customer, data and analytics! Can you briefly

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

All About Auto Insurance

All About Auto Insurance All About Auto Insurance The legal responsibility involved when you are in a car accident is extraordinary. Basically, if you hurt someone else while driving, there s no limit to the amount he or she can

More information

SPECIAL REPORT: How are the members of associations using social media today?

SPECIAL REPORT: How are the members of associations using social media today? SPECIAL REPORT: How are the members of associations using social media today? This is the first in a series of reports based on recent research that measures how the individual members of associations

More information

Contact At Once! chat solutions drive lead generation and shopper engagement on dealer websites

Contact At Once! chat solutions drive lead generation and shopper engagement on dealer websites Better Interactions, Better Results Contact At Once! chat solutions drive lead generation and shopper engagement on dealer websites An Independent Study by Dataium Commissioned by Contact At Once! BETTER

More information

River Pools and Spas: Blogging for Sustainable Business Growth

River Pools and Spas: Blogging for Sustainable Business Growth River Pools and Spas: Blogging for Sustainable Business Growth (Zhu, Jia Li Lily) July, 2010 River Pools & Spas: Blogging for Sustainable Business Growth by Jia Li Lily Zhu at HubSpot is licensed under

More information

8 questions: how effective is your website?

8 questions: how effective is your website? TOWER MARKETING smart. creative. 8 questions: how effective is your website? A quick Google search will provide you with numerous papers about questions to ask when evaluating your website. Many, if not

More information

Website Planning Questionnaire. Introduction. Thank you for your interest in the services of The Ultimate Answer!

Website Planning Questionnaire. Introduction. Thank you for your interest in the services of The Ultimate Answer! Website Planning Questionnaire Colleen Rice Nelson Introduction Thank you for your interest in the services of The Ultimate Answer! Every choice and decision you make concerning your website may or may

More information

Online Credit Card Report

Online Credit Card Report Measuring the digital world. TM Online Credit Card Report April 2011 FOR FURTHER INFORMATION, PLEASE CONTACT: Sarah Lenart comscore, Inc. (703) 234 8689 slenart@comscore.com Stephanie Houck comscore, Inc.

More information

INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014

INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014 INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD January 16, 2014 THE CUSTOMER EXPERIENCE IS MORE IMPORTANT TODAY THAN EVER BEFORE. You are Operating Your Business

More information

July 2010. Submitted to: Board of Governors of the Federal Reserve System. Submitted by: ICF Macro 11785 Beltsville Drive Calverton, Maryland 20705

July 2010. Submitted to: Board of Governors of the Federal Reserve System. Submitted by: ICF Macro 11785 Beltsville Drive Calverton, Maryland 20705 Summary of Findings: Design and Testing of Periodic Statements for Home Equity Lines of Credit, Disclosures about Changes to Home Equity Line Credit Limits, and Disclosures about Credit Protection Products

More information

Mobile & Tablet Usability of Holiday Websites

Mobile & Tablet Usability of Holiday Websites BENCHMARK STUDY ON ONLINE BOOKING BEHAVIOUR Mobile & Tablet Usability of Holiday Websites 1 Contents Introduction The changing behaviour of online travel shoppers. About the Mobile Usability Study How

More information

Auto Insurance Sample Premium Tables 2014/15

Auto Insurance Sample Premium Tables 2014/15 Auto Insurance Sample Premium Tables 2014/15 Prepared by Commonwealth of State Corporation Commission Bureau of Insurance P.O. Box 1157 Richmond, 23218 (804) 371-9185 (877) 310-6560 Website: www.scc.virginia.gov/boi

More information

Usage-based Insurance for Commercial Lines

Usage-based Insurance for Commercial Lines Usage-based Insurance for Commercial Lines What can we learn from personal lines? Mohamad Hindawi, PhD, FCAS March 31, 2014 Significant value available from the right UBI program Provides information that

More information

BROADBAND ADOPTION MARKET RESEARCH

BROADBAND ADOPTION MARKET RESEARCH Established 1960 Beyond Information. Intelligence. Database Marketing Economic & Social Impact Studies Evaluations Research Modeling/Forecasting SMS 1042 Fort Street Mall Suite 200 Honolulu, HI 96813 Ph:

More information

Successful elearning Business

Successful elearning Business 10 Critical Components for a Successful elearning Business presented by elearning is a Critical Business Strategy What Nonprofits and Associations Need to Know You have the content. You have the membership.

More information