7 Quotes by Jeremy Bowler

Rising repair costs have increased the likelihood that damages exceed the vehicle's market value, causing an insurance carrier to total the vehicle rather than repair it. However, claims settlement satisfaction is considerably lower among customers who have had their vehicles totaled, often because they owe more on their vehicle loan than the settlement amount.

Customers want to know and have a say in what happens in the repair process of their vehicle. Basic communication between the insurance company and the customer regarding what will be done to repair their vehicle, parts types the body shop is going to use, and how long repairs will take goes a long way to increase customer satisfaction.

Erie customers report faster repair times and a higher probability of their vehicle being repaired correctly the first time. They also cite continuous contact from the provider throughout the claims process, which is critical in achieving overall satisfaction.

Consumers compelled to shop are greatly influenced by the cost of coverage to switch providers, and the Internet provides them a quick and easy way to obtain quotes from competing carriers. This price transparency presents a challenge to carriers in terms of customer retention, so many providers are building service functionality and actively promoting their own Web sites as a means of attracting and retaining customers.

On average, customers utilize an additional 1.57 products or services from their home equity lender, and the number increases substantially among lenders with satisfied customers. With this in mind, cross- selling products can be extremely beneficial for lending institutions that have been successful in satisfying their customers.

Not only does the Internet provide agency and direct writers the opportunity to attract new customers, but also the opportunity to build loyalty by providing Internet-enabled self-service.

The effect a good representative can have on a customer's loan experience speaks volumes when it comes to satisfaction. The process of securing an equity loan can be complicated, so the loan officer can be seen as the 'saving grace' by a customer whose loan process has experienced some bumps in the road. We find that a representative who is courteous, friendly and keeps the customer well informed throughout the process can have a major impact on how the customer views the lending firm as a whole.