Wednesday, 20 December 2006
Which Life Insurance Companies Treat Their Online Customers The Best?
Finding information online is supposed to be easy, right?
But if you visit some company websites, finding the information you’re looking for is anything but easy. Too many corporate websites seem to have no regard for their visitors — and it turns out that insurance company websites are among the worst offenders.
The Customer Respect Group — a research and consulting firm based in Cork, Ireland and Ipswich, Massachusetts — just released a study that ranked company websites based on how they treat online companies. In the final tally of scores, the insurance industry was the biggest loser.
The websites were ranked according to:
- Usability. Is the site easy to use? Is it accessible to people with disabilities?
- Communication. Does the website make it easy to contact the company? How promptly does the company reply to emails?
- Trust. Is the site credible? Is it upfront and open about its privacy policies?
Overall, the best-rated insurance company websites were Thrivent Financial and Pacific Life.
The Customer Respect Group’s press release noted, “There is a continued low and disturbing level of transparency in the industry, with 26 percent of companies not clear about data privacy policies. This is significantly worse than other industries, where the overall number of companies that are unclear is down to eight percent.”
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