California Casualty’s Net Promoter Score® Positive Trend Continues
SUMMARY: California Casualty, a national affinity-based auto and home insurance provider, has once again received high marks from its customers in a recent Net Promoter Score® survey. The continued upward trend indicates that the company’s brand impact efforts and customer satisfaction initiatives are delivering positive results.
San Mateo, CA, July 15, 2020 – California Casualty keeps a finger on the pulse of its customer engagements by measuring respondents’ willingness to recommend the company to others using best-practice Net Promoter Score (NPS) methodology. Understanding why customers join and stay with the 100 year old, affinity-based, policyholder-owned insurance company is important to the organization. This knowledge is often a heavily-weighted contributing factor for procedures, policies and other business decisions being developed and implemented within the company.
- When asked “What does California Casualty do really well?,” the Customer Service category is up five points
- Price remains in the top spot when new customers are asked to self-categorize why they chose California Casualty
- Endorsement and Good Price both remain unchanged as the top two reasons given by customers who have recently renewed their policy for the first time
- For customers who have been policyholders for more than two years, Endorsement/Affinity is consistently the primary stated reason for choosing California Casualty
While the trend in the score over time gives some directional information, the real value of the survey derives from the specific written comments received.
With a compilation of over 42,000 customer responses from seventeen NPS® surveys now mature, the organization is able to gather and share the detailed impressions of customers across all departments. These comments highlight what the organization does well, but also show some of the interactions where California Casualty can improve.
“Incremental improvements along each and every dimension – all customer perceptions, whether it be direct contact, written or electronic communication, price they received relative to the perceived benefits, service they received, etc. – can have a very leveraged effect on the overall result,” said Joe Volponi, California Casualty’s President and CEO.
A continual, collaborative focus on areas of improvement across the organization provides ideas for things that can be done to achieve the incremental improvements needed to grow the company’s book of business.
“Overall, we are moving the results in the right direction, but our goal is to move them even faster. Information learned from this survey can help with that,” said Volponi. “Thus, we will continue to deploy the survey on a regular basis to monitor NPS® data for customer satisfaction and brand loyalty.”
Net Promoter Score® is a key metric used in customer experience programs and is widely adopted by Fortune 1000 companies and other organizations. It measures customer loyalty and is often used as a predictor for business growth.
Founded in 1914 and headquartered in San Mateo, California with Service Centers in Arizona, Colorado and Kansas, California Casualty provides auto and home insurance to educators, firefighters, law enforcement and nurses across the country. Learn more about California Casualty at www.calcas.com, or call 1.800.800.9410.