DEARBORN, Mich., (May 2024) — AAA - The Auto Club Group (ACG) announced it has been ranked #1 in Customer Satisfaction for the digital shopping experience, according to the J.D. Power 2024 U.S. Insurance Digital Experience Study.
“This prestigious recognition is a testament to ACG’s unwavering commitment to providing exceptional digital experiences for our customers,” said Joseph J. Richardson Jr., President and CEO of AAA – The Auto Club Group. “We extend our heartfelt gratitude to our dedicated team and valued AAA Members for their support and trust. Together, we will keep pushing the boundaries of what’s possible in the digital landscape.”
The Auto Club Group is the second largest AAA club in North America, serving more than 13 million members across 14 U.S. states and two U.S. territories. ACG and its affiliates provide members with roadside assistance, insurance products, banking and financial services, travel offerings and more.
About the Study:
The J.D. Power 2024 U.S. Insurance Digital Experience Study is designed to provide an objective assessment of auto and/or property insurance website and app usability for shoppers and customers. It examines key drivers of website or app usability for auto or property insurance shoppers and customers and benchmarks the performance of each insurance website or app against the industry.
Insurance shoppers were sent to an auto/property insurance website and asked to evaluate the quality and usefulness of the content. They did not evaluate the website of their current auto insurer. The study measures the shopping experience across desktop and mobile websites focusing on four key factors:
- Navigation
- Speed
- Visual Appeal
- Information/Content
Conducted from January 2024 to March 2024, the study highlights the importance of a seamless digital experience in today’s fast-paced world.
Significance for ACG and our AAA Members:
“This award underscores ACG's leadership in the insurance industry and our dedication to enhancing customer satisfaction through innovative digital solutions,” Richardson continued. “As a global leader in consumer insights, J.D. Power's recognition demonstrates our efforts and sets us apart as a partner for businesses looking to improve their own customer-facing strategies.”
For our AAA Members and the Insurance industry, this accolade:
- Demonstrates our commitment to customers: Reinforces our confidence in ACG as a reliable and forward-thinking partner.
- Showcases Excellence: Demonstrates our ability to deliver top-notch digital experiences, which can inspire and guide our clients' digital transformation journeys.
- Enhances Collaboration: Strengthens our collaborative efforts to innovate and achieve mutual success.
About J.D. Power:
J.D. Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. J.D. Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.
J.D. Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
About AAA - The Auto Club Group
The Auto Club Group (ACG) is the second largest AAA club in North America with more than 13 million members across 14 U.S. states and two U.S. territories. ACG and its affiliates provide members with roadside assistance, insurance products, banking and financial services, travel offerings and more. ACG belongs to the national AAA federation with more than 64 million members in the United States and Canada. AAA’s mission is to protect and advance freedom of mobility and improve traffic safety. For more information, get the AAA Mobile app, visit AAA.com, and follow us on Facebook, Twitter and LinkedIn.
This additional release from J.D. Power came out a few days earlier from Troy, Michigan:
Auto Insurer Websites and Apps Become Primary Driver of New Customers, Putting Pressure on Digital Experience, J.D. Power Finds
Progressive Ranks Highest in Service Satisfaction, Auto Club Group (AAA) Ranks Highest in Shopping Satisfaction
TROY, Mich.: 21 May 2024 — With auto insurance rates higher than ever and more consumers in the market shopping for policies than ever before,1 digital channels have become a critical component to the overall auto insurance shopping and service experience. According to the J.D. Power 2024 U.S. Insurance Digital Experience Study,SM released today, a strong majority of auto insurance websites and apps are doing a good job delivering on foundational functional capabilities, but far fewer are delivering the type of value-added services that set them apart from the pack.
“When you consider the sharp declines in customer satisfaction we’ve been seeing across all aspects of the auto insurance industry during the past year, digital channels have been remarkably resilient when it comes to delivering a good user experience and helping to get customers and prospects the information they need,” said Stephen Crewdson, senior director, insurance business intelligence at J.D. Power. “However, many insurers still have work to do when it comes to keeping customers on their websites and apps to answer all questions and provide critical information. Customer satisfaction plummets when users of digital channels need to pick up the phone and contact the call center if they can’t find what they need online.”
The U.S. Insurance Digital Experience Study evaluates the digital consumer experiences of both property and casualty (P&C) insurance shoppers seeking quotes and existing customers conducting typical policy-servicing activities. It examines the functional aspects of desktop, mobile web and mobile apps based on four factors: navigation; speed; visual appeal; and information/content. The study was conducted in collaboration with Corporate Insight, the leading provider of competitive intelligence and user experience research to the financial services and healthcare industries.
“Engagement is the name of the game with insurance digital channels,” said Justin Suter, research manager at Corporate Insight. “The more customers engage with multiple different digital tools, the better experience they have and the more likely they are to develop a favorable overall impression of their auto insurance provider.”
Following are some key findings of the 2024 study:
- Overall digital satisfaction holds strong despite industry headwinds: Overall customer satisfaction with the P&C insurer digital shopping experience is 516 (on a 1,000-point scale), down 5 points from a year ago. Overall customer satisfaction with the P&C service experience is 698, down 4 points from a year ago. Relative to overall customer satisfaction scores with auto insurers in general—which fell 12 points in 2023 from 2022—the digital channel is performing admirably, despite soaring rates.
- Digital channels bring in more customers than agents and call centers: More than half (53%) of first-time buyers start their relationships with auto insurance providers through digital channels, compared with 29% who come in through agents and 18% who come in through call centers. Similarly, digital is the first choice for 42% of switchers and 46% of retained customers. All of these have grown significantly during the past four years.
- Satisfaction highest when customers have digital-only interaction with insurers: Overall customer satisfaction scores are considerably higher when customers use their insurer’s website or assisted digital contact methods as a first line of interaction than when they use another contact method first.
- Moving beyond the basics: While most insurer digital channels are delivering foundational tools and navigation capabilities, fewer are making it easy for customers to perform more advanced tasks. In the service category, 83% of customers said digital channels delivered foundational experiences, but only 30% said they found the channels were foundational, findable and valuable. In the shopping category, 72% of customers said digital channels are delivering foundational experiences, but just 4% said they found the channels were foundational, findable and valuable.
Study Rankings
Progressive ranks highest in the service segment with a score of 737. American Family (717) ranks second and Nationwide (716) ranks third.
Auto Club Group (AAA) ranks highest in the shopping segment with a score of 546. Auto Club of Southern California (AAA) (536) ranks second and Erie Insurance (533) ranks third.
The 2024 U.S. Insurance Digital Experience Study is based on 11,086 evaluations and was fielded in January-March 2024.
For more information about the U.S. Insurance Digital Experience Study, visit https://www.jdpower.com/business/insurance/us-insurance-digital-experience-study.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
1J.D. Power 2024 U.S. Insurance Shopping StudySM
