Amica Insurance Recognized as a J.D. Power Customer Champion for a Third Time

Insurance Provider Excels in All Critical-to-Customer Drivers of Satisfaction

Amica Insurance has been named a J.D. Power Customer Champion for a third time. It is one of 50 companies to have earned this distinction in 2014 and one of only five insurance companies on the list. To be recognized as a J.D. Power 2014 Customer Champion, companies must not only excel within their own industry, but must also stand out among leading brands across 17 industries, including automotive, financial services, insurance, telecommunications, travel, health care, pharmacy, energy and retail. Among the five critical-to-customer drivers of satisfaction measured—People, Presentation, Price, Process, and Product—Amica Insurance distinguishes itself among industry peers in all five key drivers.

“Among the five critical-to-customer drivers of satisfaction measured—People, Presentation, Price, Process, and Product—Amica Insurance distinguishes itself among industry peers in all five key drivers.”

At Amica Insurance, People Are the Difference

J.D. Power 2014 Customer Champions—such as Amica Insurance—depend on their employees to satisfy customer needs and create lasting relationships that promote customer loyalty. Additionally, Customer Champions have strategies in place that ensure they hire the right employees to engage their customers. They understand what their customers want and anticipate their needs, as well as evolving industry trends. This means that the J.D. Power 2014 Customer Champions put the right measurements in place, conduct the right analyses and take action when necessary.

J.D. Power 2014 Customer Champions Deliver Service Excellence

To identify the 2014 Customer Champions, J.D. Power evaluated more than 600 brands across 17 industries. The 2014 Customer Champions are recognized based on customer feedback, opinions and perceptions gathered from J.D. Power’s customer satisfaction research in 2013. This year, Amica Insurance is among the 50 brands representing nine industries to have earned the Customer Champion distinction.

The J.D. Power 5 P’s

Today’s customers expect service providers to deliver in every way. They want the right people to serve them, the right packaging or presentation, a seamless and hassle-free process and a product that meets or exceeds their expectations. They expect all of this at a reasonable price.

All of the 50 J.D. Power 2014 Customer Champions have something in common: They do more than just deliver on the expectations of their customers—they exceed those expectations. In the process, they not only satisfy their customers, but also raise the standard for their entire industry.

Service Excellence:
Why It Matters

The J.D. Power 2014 Customer Champions represent an elite group of companies that focus on service excellence. These companies achieve notably higher levels of customer loyalty and advocacy, compared with companies whose service delivery is at or below industry norms. Customers of the J.D. Power 2014 Customer Champions are strong advocates of their brand. In fact, these customers recommend their brand nearly twice as often as customers of the 600-plus brands measured that were not named Customer Champions.

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