For generations, Farmers Mutual Hail has been touted by its customers as having outstanding claims service. In 2015, a claims experience survey was implemented to validate our customers’ experiences. This survey asked policyholders about their adjuster and claim experience, and for the 2015 Rate Year (RY), FMH received responses from 3,948 customers.
Using the Net Promoter Score™ methodology*, FMH’s 2015 RY claims experience score calculated to 77.6, which places the company in the “World Class” category of customer service. To qualify as World Class, a company must achieve a score of 75 or higher.
FMH based the customer’s true overall experience on the likelihood they would promote the company. Customers were asked to measure on a scale of 0-10 the likelihood that they would recommend FMH to another producer.
- 83.1 percent selected 9-10
- 11.4 percent selected 7-8
- 5.5 percent selected 0-6
The Net Promoter Score™ methodology categorizes the scores into three descriptive groups: scores from 0-6 are considered detractors; scores from 7-8 are considered neutral; and scores from 9-10 are considered promoters. The net score is the promoter score minus the detractor score.
Applying this methodology to the FMH results, the FMH net score for 2015 RY– or overall claims experience – is 77.6.
Farmers Mutual Hail is currently gathering responses for the 2016 RY. To date, the company has received responses from 905 customers. Applying the same methodology, FMH’s current overall claims experience score is 79.9, which continues the company’s World Class service status.
*Net Promoter Score is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.