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Car Insurance

A Blog About Driving and Car Insurance in the USA

Friday, July 07, 2006

Progressive Insurance Gets High Honors from Keynote Systems

If your car insurance coverage is with Progressive, or if you are thinking about buying auto coverage from Progressive, then we have some interesting news for you: Keynote® Systems, The Internet Performance Authority®, has given the Progressive Insurance websites top honors in customer experience. Further details below, in the clip from a recent press release:

"The Progressive Group of Insurance Companies has been named number one overall by Keynote® Systems, The Internet Performance Authority®, in two comprehensive studies. The group's Web sites, which include progressive.com and progressivedirect.com, were evaluated in the Customer Experience Rankings for Auto Insurance Web Sites and the WebExcellence Q2 2006 Insurance Carrier Scorecard that compare the customer experience and best practices implementation of leading auto insurance Web sites.

Progressive has taken top honors in 10 out of 11 Scorecard rankings (previously Watchfire® GomezPro Scorecard) published since 2000.

'We're thrilled to be recognized by Keynote as the Internet leader in the insurance industry,' said Toby Alfred, general manager, customer experience, Progressive Direct. 'Making car insurance easy to shop for, buy and own has always been our number one goal and our sites continue to set the standard.'

The Customer Experience Rankings for Auto Insurance Web Sites examined the online experience of 1,500 prospective auto insurance customers as they interacted with leading auto insurance Web sites. The study measured 250+ metrics including ease of use, satisfaction and brand appeal. Progressive.com took the top spot in the overall Customer Experience Rankings and progressivedirect.com was ranked #1 in online quote request processes.

The WebExcellence Insurance Carrier Scorecard compared the online offerings of 16 insurance carriers against industry best practices. Based on its evaluation of Progressive's online offering, including the Web sites progressive.com and progressivedirect.com, Keynote named Progressive #1 in three of four category rankings -- Functionality, Ease of Use and Privacy & Security -- and #1 in four of five task rankings -- Get Insurance, Check & Pay Bill, Get Service, and Learn & Plan.

In analyzing Progressive's win in the Customer Experience Ranking, Keynote found that among the consumers it observed, progressive.com was 'perceived significantly more than any other site as, 'helpful'' and that 'Progressive continues to provide the best overall customer experience.'

In analyzing Progressive's continued strong performance on the Scorecard, the Keynote study cited a litany of site improvements since the previous Scorecard, from an improved quote process to broader support for Spanish-speaking customers. Reflecting on Progressive's best-in-class ease of use, Keynote found 'At the point where most carriers ask about coverage levels, Progressive Direct delivers four quoted packages.'

Progressive Direct is always looking for ways to re-invent the online customer experience to make it easy for people to shop for and buy insurance. Innovations include continuously cutting down the time it takes consumers to get a quote and pioneering the first-ever auto insurance 'Rate Ticker,' which shows Progressive Direct rates and the rates of other companies in real-time. And, with new 'Talk to Me' functionality that uses Voice Over Internet Protocol (VoIP) technology, shoppers on progressivedirect.com now can choose to speak with a licensed sales representative immediately, over the Internet, just by clicking their mouse.

Progressive was the first major car insurer in the world to introduce a Web site (1995), first to sell auto policies real-time online (1997) and first to give its customers online access and control of their policies via a customer service site (1998). In March of 2003, Progressive clinched a spot on the coveted Fast Company magazine 'Fast 50 Champions of Innovation' ranking thanks to progressive.com's 'Rate Ticker.'"


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