American Family Agents Recognized For Excellent Customer Service

August 22, 2007

More than 1,300 licensed American Family Insurance agents from throughout the company’s 18 operating states have been recognized for customer service excellence under the J.D. Power and Associates Distinguished Insurance Agency Program. This distinction acknowledges a strong commitment by American Family agents to provide their customers with outstanding service, according to J.D. Power.

The service excellence distinction for each agent was determined through a two-part evaluation process, consisting of a customer satisfaction survey and an onsite agency audit. Agents must receive customer satisfaction survey scores in the top 20 percent of all agencies nationwide, as established by the J.D. Power and Associates annual auto and home insurance satisfaction studies, based on customer experiences with their current American Family agent. Those top agents must then pass an onsite evaluation based on five best practice areas: personal insurance reviews; claims handling; positive customer contact; responsiveness; and office environment.

Agents that meet the qualification standards based on these criteria are eligible to be recognized as a Distinguished Insurance Agency under the J.D. Power and Associates program.

“Our research shows that the importance of meeting and exceeding customers’ rising expectations cannot be overstated,” said Kevin Keegan, insurance practice leader at J.D. Power and Associates. “Each year, the bar is raised, making it more difficult for agents to differentiate themselves from the pack. Agencies must be able to consistently deliver world-class service in a consumer-driven world.”

Source: J.D. Power and Associates

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