Is There an Association Between Generational Trends and Customer Auto Insurance Satisfaction?

Recently, J.D. Power and Associates conducted the “2010 U.S. National Auto Insurance Study”, and along with finding a significant decrease of 10 points in customer satisfaction from 2009, the study also found generational trends. According to an article from Insurance Journal, the study found “Generation Y auto insurance customers (those born between 1977 and 1994) to be more critical of their insurance providers, compared with consumers in other generational groups. They were especially critical in areas regarding the ease of contacting a representative and receiving clear explanations of their insurance policies”.

Another interesting finding from the study is that “Baby Boomers (those born between 1946 and 1964) tend to place importance on traditional communications from their insurer, such as a new customer welcome kits, newsletters and magazines. Meanwhile, Gen Y customers are more concerned with being able to access their policy information online”.

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