Car Insurance Company Honored for Using Customer Feedback to Develop
New Products and Services
Customers with opinions aren’t hard to find. Companies who listen can
be. But listening and responding to customer feedback is precisely what
earned car
insurance company Progressive one of Forrester Research’s Voice Of
The Customer Awards. The awards recognize initiatives that enable
companies to dramatically improve how they collect, interpret, and react
to customer feedback. Forty companies representing leading brands in
financial services, retail, health care, technology, and travel
submitted entries for the awards. The awards were presented to three
winners at Forrester’s Research Customer Experience Forum in New York.
“We want to know what our customers think, so we have a lot of different
mechanisms to collect feedback,” said Christine Johnson, a customer
experience manager at Progressive. “We use that feedback to find new and
better ways to meet our customers’ needs. We’re honored to be recognized
for our efforts with Forrester’s inaugural Voice Of The Customer Awards.”
Progressive has used customer feedback to develop and introduce products
like homeowners insurance for customers who prefer one-stop shopping for
their car insurance and homeowners insurance and umbrella coverage for
customers who may need more protection than what a standard car
insurance policy offers. Progressive’s homeowners insurance, Progressive
Home Advantage, is underwritten by Homesite Insurance.
In addition, Progressive uses customer feedback to refine customer
service experiences. For example, Progressive customers expressed a wish
to receive their policy documents electronically, so Progressive now
offers customers the choice of receiving just bills, or bills and policy
documents, electronically.
Progressive was the first insurance company to introduce pet injury
coverage, which gives customers extra peace of mind when they’re
traveling with their four-legged family members. After introducing pet
injury coverage in September 2007, customer feedback validated their
enthusiasm for the product.
Customers also have expressed a desire to have more control over their
car insurance costs, and two Progressive innovations – MyRate® and Name
Your Price® – are designed to respond to that need. MyRate is a
usage-based insurance program that lets drivers get a customized rate
based on how, how much and when they drive.
