Insurance Industry Benchmarks

2022 Insurance Client Satisfaction Benchmarks
Questions / Benchmarks
Scaled Answer Options; 0 to 10 & I Don't Know: 0 = Not at all likely, 10 = Extremely likely

NPS 42%
Based on your most recent experience, how likely would you be to recommend [brand] to a friend of colleague?

Percent of clients that answered "Yes". Not including: No and N/A.

Responsiveness 61%
My phone calls and emails are __________ returned within 24 hours.

 

Quality 67%
[Brand] ___________ delivers high quality, error-free work. 

 

Value 57%
The firm's services are ___________ a good value, given the cost.

 

Needs 63%
[Brand] ___________ has a thorough understanding of my needs.

 

Proactive 48%
[Brand] is ___________ proactive in their approach to helping me. 

 

Timeframe 62%
The [brand] ___________ delivers within the timeframe they say they will.

 

*2022 Industry Benchmark Study by ClearlyRated