SME customer satisfaction declines for second year in a row: JD Power
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SME customer satisfaction declines for second year in a row: JD Power

Eli Rallo
August 24, 2021
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Row of Traditional American Brick Buildings with Colourful Shops Georgetown Washington DC storefronts store main street small business.jpg

The lack of “proactive support and personalized attention” from the US insurance industry during the pandemic to small business insurance customers has put a strain on customer satisfaction, causing scores to fall for a second year, according to JD Power’s 2021 US Small Commercial Insurance Study.

“We see a real pattern of small business insurers missing the mark on soft skills, such as interaction with agents and proactive outreach, both being areas in which commercial insurers have typically thrived,” Robert M Lajdziak, a senior consultant...

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Eli Rallo
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