CUSTOMER SERVICE: Customers seemingly unfazed by slightly longer repairs

by | Mar 20, 2012 | News

J.D. Power and Associates found that customers satisfaction with insurers following a claim remained fairly steady in 2011, despite an uptick late in the year in the length of time those repairs took.
J.D. Power said customer satisfaction with auto insurance claims in the fourth quarter of 2011 was 855 on a 1,000=point scale, up from 854 in the third quarter and 848 in the second quarter.
At an average of 8.5 days, however, repairs in the fourth quarter took almost one full day more than those earlier in the year.
“Auto body shops handled the increased repair volume well, and insurance companies did a good job of keeping their customers informed, which helped manage customer expectations,” Jeremy Bowler, senior director of the insurance practice at J.D. Power, said.
The survey is based on 3,500 responses from auto insurance customers who filed claims within the past six months. The survey was conducted between November and December of 2011.