The FINANCIAL -- PEMCO Insurance is proud to announce it has earned the highest ranking for customer satisfaction in the Northwest Region from J.D. Power for the third consecutive year.
Since J.D. Power began evaluating the Northwest Region in 2013, PEMCO has earned the highest ranking for each year among award-eligible auto insurers in the five-state region.
To earn the top spot, J.D. Power's 2015 U.S. Auto Insurance Study ranked PEMCO the highest in customer satisfaction with a score of 837 points on a 1,000-point Customer Satisfaction Index Ranking scale, surpassing the Northwest Region's average by 20 index points, according to PEMCO.
"We're thrilled that the Northwest people we serve have ranked us highest for customer satisfaction three years in a row," said PEMCO CEO Stan McNaughton. "I'm proud of all the PEMCO people, and this is another great demonstration of how they make serving our customers the focus of everything we do. I believe our Northwest neighbors recognize that we're truly local and we're a lot like them, and that gives us special insights to serve them like no one else can."
The J.D. Power study, conducted from March to April 2015, reflects consumer opinions from 46,256 total responses nationally. In the Northwest Region, it measures 11 award-eligible auto insurers that do business both regionally and nationally.
Though PEMCO serves Washington and Oregon residents exclusively, it received a higher customer-satisfaction ranking than its regional- and national-carrier competitors.
In 2015, J.D. Power found that customer satisfaction has improved from the previous year across each of the study's five measured categories: interaction, price, policy offerings, billing and payment, and claims.
According to J.D. Power, overall customer satisfaction with their auto insurer has reached an all-time high of 818, an improvement of 8 index points from 2014. The study finds that satisfaction among customers in their 20s and 30s – or "Generation Y" – has increased the most, compared with the other generations.
In fact, overall interaction satisfaction among Gen Y customers (827) is up by a significant 20 points from 2014.
While the trends clearly indicate Gen Y's preference for resolving customer service needs online, J.D. Power finds that some activities are better performed through personal interactions. One-fourth (25 percent) of Gen Y customers indicate they would rather talk to someone in person or over the phone to discuss price changes, and 23 percent indicate they prefer in person or over the phone rather than the website channel when they have questions about their policy coverage.
J.D. Power's Northwest Region includes Washington, Oregon, Idaho, Montana and Wyoming.