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Fourth Quarter 2009 Life Insurance Industry Evaluation
Western & Southern Life, MetLife and Thrivent gain Excellent status and rank top among leading life insurance websites
The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat and respect their online customers, today released findings from its Fourth Quarter 2009 Life Insurance evaluation.
The criteria used to measure websites make up the Customer Respect Index (CRI). The CRI is structured into five sub-indexes, over 50 visitor benefit statements and over 200 objectively measured criteria. The index reflects best practices, online trends, common practices and developments within the commercial web environment.
Request more information about this report.
The leading life insurance websites in Q4 2009
The top-ranked sites for Q4 2009 were Western & Southern Life, MetLife, Thrivent Financial, New York Life, Nationwide, and State Farm Life.
The Customer Respect Index comprises five sub-indexes, and besides the leaders, these sites performed strongly in certain areas: Prudential Life, American Family, USAA, and HSBC Life Insurance (US).
Trends
We monitor the major life insurances providers’ sites continuously. The CRI is a framework for benchmarking, but we also identify, track and analyze business and technical trends in the life insurance industry and others.
The key trends in 2009 on life insurance sites were:
- Prospects being kept on websites by better self-serve capabilities, including more content, product chooser applications, and direct sales facilities for term life
- Better navigation and content structure
- Improved web-to-agent transition
- Account management becoming more critical
- Early moves in the social media space
Use the form below to contact us about purchasing the full report. The full report contains an expanded discussion of the trends in 2009, a more detailed evaluation of results, examples of best practice, and custom recommendations for your website.