Auto Insurance Mobile Competitive Index KLI Syndicated Report

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1 Auto Insurance Mobile Competitive Index KLI Syndicated Report December, March, June & September

2 THE STATE OF THE INDUSTRY Key Lime Interactive (KLI) has seen substantial enhancements to the mobile offerings provided by the top eight auto insurance carriers in the United States over the past few years. From the addition of robust capabilities for collecting accident detail on-the-spot to the ability to fully manage your account and pay your bill via mobile, these mobile properties have truly become full service. Additionally, KLI has learned, via consumer surveys, that the ability to submit bill payments, view detailed policy information, submit and track claims, and enter detailed accident information are reported to be among the elements that mobile auto insurance property users rank most critical. Acquisition of a quote without the need to submit sensitive personal information is also preferred. Companies who exhibited these features and others valued most by consumers receive the best overall scores in our report. As the carriers continue to be evaluated over time, the gap between the top performers and the remaining mobile offerings appears to be closing, however, notable best-in-class offerings from GEICO and USAA still find a way to keep pushing the bar higher. In this detailed 100+ page report, KLI profiles the competitive mobile landscape of the eight largest US auto insurance providers: Allstate, Esurance, GEICO, Liberty Mutual, Nationwide, Progressive, State Farm, and USAA. The report ultimately reveals which insurance company offers the consumer the best mobile solution. The report includes a general discussion about what these companies are doing to provide for their existing and prospective customers via mobile-optimized sites and apps (ios and Android). Data is captured from of each insurer s apps and site and includes exhaustive screenshots of all features and capabilities from behind the login screens of each provider. In the report, KLI shares the methods employed to rank the carriers based on consumers' selfreported preferences and insights; provides a best-in-class feature list, as well as detailed comparative charts of all available features, highlights the latest industry trends and innovations; and identifies opportunities that bridge the gap between consumer expectations and the current mobile auto insurance solutions. METHODOLOGY INFORMATION TO PUT YOU AHEAD The Auto Insurance Mobile Competitive Index report by KLI explores the most critical features in auto insurance apps and mobile sites. This report gives industry leaders and small insurance carriers the data they need to support development decisions for mobile features needed in order to stay competitive and satisfy existing and prospective customers. KLI s research experts highlight opportunities discovered via both an exhaustive expert review and consumer survey. To create an overall score, we combine a capabilities assessment with user feature importance ratings. The capabilities assessment is created by examining the feature coverage of the auto insurance sites and applications. User ratings are determined by a consumer survey and card sort (n=500), to understand which features and capabilities are must-haves when interacting with the mobile property of an auto insurance provider. From those results we were able to understand what users believed to be most important to them. We use this consumer data to the determined the weighted score we give each feature when tabulating a final score for each mobile property. Additional information about KLI s methodology is detailed in the full report.

3 What s in The Report? In summary, the report includes: A complete listing of overall rankings A detailed scoring breakdown of all capabilities and features reviewed A complete list of best-in-class features A comparative list of current capabilities available on each mobile site and app Data excerpt: Feature Rankings Scorecard Mobile Site In the September 2014 report, Progressive s addition to allow users unprecedented access to view and manage their policy information solidifies it as the top performer among the mobile sites. The scorecard below summarizes Progressive s feature ranking among the most important capabilities indicated by our consumer insights survey results. User feedback collected regarding feature preferences The latest industry trends and innovations A comprehensive list of all mobile apps currently available by these 8 companies Data Excerpt: Most Desired Features The most important features include account management and tools to assist users in the unlikely event of a car accident. Source: KLI Auto Insurance Mobile Competitive Index report, published in September Data Excerpt: Feature Rankings Scorecard Mobile App Source: KLI Auto Insurance Mobile Competitive Index consumer insights survey, September 2012, n=500. In December 2013, USAA s mobile app regained sole ownership of the top spot when comparing the eight mobile apps tested. Its overall comprehensiveness and perfect capabilities score make it the top performer. The scorecard below summarizes USAA s feature ranking among the most important features indicated by our consumer insights survey results. Source: KLI Auto Insurance Mobile Competitive Index report, published in December 2013.

4 Get Your Hands On It KLI is a recognized leader in syndicated reporting and releases similar studies in a variety of industries quarterly and semi-annually. Our Competitive Indices are largely focused on consumer expectations, satisfaction and a full capabilities assessment across the competitive landscape. We excel at combining the reporting of competitive information with the needs of the audience. This powerful combination enables industry players to prioritize their efforts as they work on future releases of their digital properties. Pricing Single Report $6,000 Annual Subscription* $22,000 ($2,000 savings) *The next quarterly releases of the annual subscription will be distributed to subscribers on the following dates: Wednesday, September 30, 2015 Thursday, Dec 31, 2015 Thursday, Mar 31, 2016 Thursday, Jun 30, 2016 Key Lime Interactive KLI is a customer experience research agency with proven excellence in both quantitative and qualitative user and consumer testing. We make it our business to answer research questions that help a company move the needle in terms of acquisition, convergence, and customer experience differentiation. To our clients we are known as a valuable source for User/Consumer Experience Testing Market Research Strategic Development Competitive Analysis Ultimately, our goal is to Optimize the Experience and Inform Design. We aim to empower teams using consumer/user experience research data with a perspective that helps them better understand their users and build suitable consumer-driven products. For additional information about our services please contact us at sales@keylimeinteractive.com.

5 Auto Insurance Mobile Competitive Index Researchers & Authors Phillip McGuinness Research Specialist Dana Bishop Director of Quantitative Research Key Lime Interactive 8750 NW 36th Street, #475 Doral, FL P: F: US CALL US x 11 FOLLOW /keylimeinteractive /keylimeinteractive