15:33 PM

J.D. Power names Nationwide Highest in Customer Satisfaction with Small Commercial Insurance

Nationwide ranks No.1 in overall satisfaction among small commercial insurance customers, according to the J.D. Power 2018 Small Commercial Insurance Study1. The ranking was based on five factors:

  • Billing and payment
  • Claims
  • Interaction
  • Policy offerings
  • Price

Nationwide, a company that serves over 1 million small businesses across the nation, performed highest overall in policy offerings, price and claims.

“To remain competitive, insurers must accelerate their customer experience efforts, especially with respect to service interaction and price,” said David Pieffer, Practice Lead, Property & Casualty Insurance Practice, commenting on the overall results in a media statement. “Specifically, we found that if agents or insurer representatives explain rate increases to customers in person, satisfaction is 100 points higher than those who were informed via email, as they better understood the reasons why.”

“Those simple personal touches and attention will go a long way with small commercial customers,” Pieffer said.

For more information about the study and ratings, visit the Nationwide Business Solutions Center.

This recognition is Nationwide’s second J.D. Power award in 2018. Nationwide was also recognized as No.1 in group retirement satisfaction among mixed plan providers.

1 Nationwide received the highest score in the J.D. Power 2018 Small Commercial Insurance Study of customers’ satisfaction with their insurance provider. Visit jdpower.com/awards.
2 Nationwide received the highest score among mixed plan providers in the J.D. Power 2018 Group Retirement Satisfaction Study of customers’ satisfaction with their group retirement firm. Visit jdpower.com/awards.