Farm Conducts National Survey of Customers Regarding Auto Glass
State Farm Insurance currently is conducting a 12-month-long survey
of customers who have their windshields replaced using their State
Farm policies. The survey, which began in February 2008, will run
through February 2009, and is designed to review trends and improve
customer service in this area of claims, according to Melissa Kern,
glass claims team manager for the Bloomington, Ill.-based company.
"We are using the survey to determine any quality-related trends
in shops' glass installations," says Kern. "Customer service is
our focus and what better way to measure that service than to ask
our valued customers directly?"
While the company currently is only surveying those who receive
a windshield replacement through its Offer & Acceptance program,
eventually it may expand the survey to include all customers with
glass-only claims, including windshield repairs and tempered glass
claims, in the future, Kern says.
The company is looking for information from customers on the type
of experience they had when making a glass claim.
"We want to gain a better understanding of the quality of service
provided to our policyholders by glass service providers," Kern
says, "specifically, the quality of work they received, level of
customer service experienced and the length of time it took to complete
the necessary repair work."
When asked how the survey will affect shops, if at all, Kern says,
"The intent of the survey is to secure customer feedback regarding
the service they received. The responses will be evaluated with
appropriate follow up as needed."
Shops participating in State Farm's Offer & Acceptance program
were notified of the survey via fax. The survey is being conducted
for State Farm by a company called Questar, which will provide the
survey to customers via postcard.
"The purpose of the survey is to determine and ultimately improve
the customer's claim experience," reads the fax sent to participants.
"Our intent is to learn more about the service providers associated
with the Offer & Acceptance program and assure customers
we are focused on the quality of their claim experience."
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