Based upon J.D. Power’s latest digital experience study released at the end of May, Geico continues to rank highest in the service segment. This is Geico’s fourth consecutive year. Notably, USAA scored higher by 11 points but was not ranked because it does not sell to the general public.
The study points out the ongoing challenge of keeping up with customer expectations. Customers want an easy-to-use digital experience AND great customer experience over the phone. As Significant Machine, we continue to see this need to create a holistic customer experience. Customers are on their device anyway, so it’s natural for them to float between viewing and calling. It’s one device.
Customer Journey Mapping