Customer Satisfaction Report

Press Release 

Car Insurance  Sector 

Our  model has proven to exceed customer feedback analysis and simple customer satisfaction metrics used in Puerto Rico with it's ability to compare, among and across different car insurance sectors such as private vs. compulsory. Unique to the car insurance industry, the CSIPR model captures customer opinions about critical elements of the policyholder experience and institutional perception of service offering by policy holders for compulsory service providers that include ; ASC insurance, Guardian, Point Guard, and Turbo Cover from Integrand insurance. and Private insurance providers like; Universal , " Cooperativa de Seguros Multiples"  . In addition to this, the cause-and-effect framework shows the impact of  individual elements of essential satisfaction variables  to learn how to increase the correct element to positively impact the  business bottom line accurately and effectively.

Car Insurance Benchmark variables include; 

  • Range of plans
  • Standard service coverage
  • Bodily Injury Liability coverage
  • Medical Payments or Personal Injury Protection (PIP)
  • Property Damage Liability
  • Collision coverage
  • Comprehensive policy coverage
  • Submitting claims process
  • Service Center accessibility 
  • Claims processing speed 
  • Website
  • Collision repair quality
  • Agent claim process management 

2015 the first annual presentation for  the car insurance sector , it will be measured with over (4) thousand customers surveys that are focused in capturing  the most recent experiences with  their car insurer. In Puerto Rico both compulsory and private insurance providers.  The customer survey data serve as inputs to CSIPR proprietary patented model, which embeds customer satisfaction within a series of cause-and-effect relationships.

The Index is constructed  by  multi-variable aggregates each creating a latent variable composed of several questions  that are weighted in the model. The questionarie measure what affects satisfaction  as well as the effects of satisfaction. The scores are reported on a 0 to 100 value scale. The standard model methodology quantifies the strength of each variable relationship on the left to those were the arrow points on the right. These arrows are defined as “impacts.” The model is self-weighting to use the full advantage of scientific rigor to explain customer satisfaction CSIPR on customer loyalty and therefore retention. An examination of the latente variables and impacts directions , users can determine what drivers of satisfaction , if improved,  effects most on customer loyalty.

​​Quality & Satisfaction Research Institute

 Driving  Product & Service Excellence