Insurance Industry Benchmarks

2023 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 36%
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 66%
My phone calls and emails are __________ returned within 24 hours.


Quality 68%
[Brand] ___________ delivers high quality, error-free work. 


Value 56%
The firm's services are ___________ a good value, given the cost.


Needs 65%
[Brand] ___________ has a thorough understanding of my needs.


Proactive 62%
[Brand] is ___________ proactive in their approach to helping me. 


Timeframe 65%
The [brand] ___________ delivers within the timeframe they say they will.


*2023 Industry Benchmark Study by ClearlyRated