A study of life insurer Web sites concludes most are below average in their respect for customers.
The Customer Respect Group, Ipswich, Mass., measures 50 life insurer sites each quarter on a number of benchmarks analyzing a customer’s experience with the site. It gauges the quality of companies’ on-line presence based on its customer respect index, which scores sites on such factors as usability, simplicity, ease of communication and respect for privacy.
The overall CRI score for the life insurance industry in the fourth quarter was 5.1 on a 10-point scale, significantly lower than the cross-industry average for all sites CRG evaluated in 2006 at 5.8.
This rating showed a slight drop from the organization’s third quarter report for the life insurance industry.