According to the 2015 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers, 21st Century Insurance had the WORST ratings for the 5th year in a row! Five years in a row? Is it a coincidence that Farmers Insurance Group bought 21st Century in 2009? It didn’t take them long to run this business into the ground in regards to customer service and experience. 21st Century Insurance was also one of the three companies that declined by most percentage-points between 2014 and 2015!!
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.