Study Confirms Positive Claims Experiences Increase Insurance Policyholder Satisfaction

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Safelite AutoGlass earns top customer ratings for glass repair and replacement in independent study, which also shows the positive impact of vehicle glass claims on policyholder retention.

Safelite Earns an "Excellent" Rating More Often Than Other Glass Shops

“Policyholders shop around more than ever, the majority of those shop because of a poor service issue change providers. One can see the importance of providing a positive glass claim experience," said Pete Pearson, senior vice president, Safelite.

A study performed by a leading research firm examined the specific impact of vehicle glass claims on policyholder retention and found that policyholders who experience a glass claim are more satisfied than those who have not filed a claim. As a result, they are 5.4 percent more likely to renew with their insurer. Satisfaction was even higher among policyholders who had chosen Safelite AutoGlass(R) with 98 percent of Safelite AutoGlass customers responding that they intend to stay with their insurance company after experiencing a positive vehicle glass claim.

Considering $3.4 billion is spent by insurance companies in advertising each year, according to TNS Media Intelligence, and the high cost of obtaining new clients versus retaining existing clients, simply providing a positive glass claim experience can significantly save insurance companies money.

In the study, policyholders were asked to rate their insurance provider on a scale of 1 to 10 (with 10 being the best):

  •     The average score from policyholders who have not experienced a vehicle glass claim was 7.95
  •     The average score from policyholders who have experienced a vehicle glass claim was 8.38
  •     The average score from policyholders who have experienced a vehicle glass replacement claim with Safelite AutoGlass was 9.05
  •     The average score from policyholders who have experienced a vehicle glass repair claim with Safelite AutoGlass was 9.10

The third-party researcher also asked policyholders to rate the provider of their vehicle glass repair or replacement service, and Safelite AutoGlass received an “Excellent” rating 85 percent of the time compared to 83 percent of competitors. In addition, less than one in 20 Safelite AutoGlass customers experienced a service issue.

“We measure our customer satisfaction through the Net Promoter Score method, and while we’ve consistently had high satisfaction scores from customers who would recommend our service, we wanted to verify this data with independent research,” said Pete Pearson, a senior vice president at Safelite.

“This study confirms what was found in the 2010 J.D. Power and Associates National Auto Insurance Study, which also showed a correlation between policyholder satisfaction and key metrics like retention, intent to recommend, and intent to renew. Policyholders shop around more than ever, and the majority of those who shop because of a poor service issue change providers. One can therefore understand the importance of providing a positive glass claim experience. We’re proud to see that Safelite AutoGlass is the most likely to deliver that great experience,” he added.

About Safelite AutoGlass(R)
Safelite AutoGlass, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs nearly 10,000 people across the United States and serves more than 4 million customers each year through its company-owned operations. For more information, visit http://www.safelite.com.

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Melina Metzger
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