Small business insurance customer satisfaction rebounds after two years of pandemic-related decline, JD Power finds

TROY, MI–(BUSINESS WIRE)– A toxic combination of business disruption and economic uncertainty has strained relations between small businesses and their commercial insurers during the pandemic, leading to a drop in customer satisfaction in early 2020 for the first time in seven years. According to JD Power’s 2022 US Small Business Insurance Survey℠ released today, that trend has reversed, with overall small business customer satisfaction rising 13 points (on a 1,000-point scale) to just 2 points down from its pre-pandemic peak.

“It’s worth noting that we’re seeing an increase in satisfaction across all factors – including price – at a time when 30% of small business customers have experienced an increase in their insurance premium,” said Stephen Crewdson, senior director of global insurance intelligence at JD Power. “This is the highest proportion of customers experiencing price increases that we have seen in eight years. Insurers who notify their small business customers in advance of price increases and proactively work with them to mitigate the financial effects of these premium increases are finding that it is possible to drive strong customer engagement and high levels of customer satisfaction even in difficult economic environment.”

Here are some key findings from the 2022 survey:

  • Customer satisfaction improves after pandemic-era slump: Overall small business customer satisfaction with commercial insurers is 842, up 13 points from 2021. Customer satisfaction is improving across all factors in the survey and is driven by interaction; invoicing and payment; and policy proposals. Commercial insurance customer satisfaction rose steadily from 2013 until the pandemic, reaching an all-time high of 844 in 2019.
  • The smallest small businesses feel less satisfied: Although overall customer satisfaction improved across all categories of businesses assessed in the survey, the micro category – which consists of businesses with fewer than five employees – had a lower overall satisfaction score (826) than the average (841) and the larger (852) ) small enterprises.
  • Proactive communication about premium increases impacts satisfaction: Customer satisfaction with the cost of their small business insurance policies is up 3 points this year, even though 30% of small businesses are experiencing premium increases. The study found that proactive communication plays a large role in this trend. When customers experience an increase—but are notified in advance, discuss ways to mitigate the effect of the increase, and fully understand why their premiums have increased—they are nearly as satisfied with the price as customers who have had no increase at all.

Survey ranking

State farm ranked highest in overall customer satisfaction with a score of 856. Chub (855) ranks second and In the whole country (854) is in third place.

The 2022 US Small Commercial Insurance Survey is based on responses from 2,254 small commercial insurance customers. The survey, now in its 10th year, examines overall customer satisfaction among small commercial insurance customers with 50 or fewer employees. Overall satisfaction consists of five factors (in alphabetical order): billing and payment; claims; interaction; policy proposals; and price. The survey was conducted from March to June 2022.

For more information on the JD Power US Small Commercial Insurance Study, visit https://www.jdpower.com/business/insurance/us-small-commercial-insurance-satisfaction-study.

View the press release online at http://www.jdpower.com/pr-id/2022105.

About JD Power

JD Power is a global leader in consumer insights, consulting, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has provided deep industry intelligence about customer interactions with brands and products for more than 50 years. The world’s leading companies in major industries rely on JD Power to guide their customer-centric strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power Auto Shopping Tool can be found at JDPower.com.

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