A report released February 2011 by J.D. Power & Associates listed Erie Insurance as one of the top "Customer Service Champions" among 800 companies analyzed. This report examined companies from several different industries, from financial services to utilities.
For the full report: http://businesscenter.jdpower.com/Corp/Store/DocumentDownload.aspx?PDFFile=11-US-ServiceExcellence-SR-sample.pdf&Category=SpecRpt
Some excerpts:
Despite this period of record-level uncertainty, some companies have successfully weathered this storm. They recognize that a reputation for high-quality service is a powerful market differentiator in the face of changing economic conditions.
Five critical-to-customer features, or the J.D. Power 5 PsSM are key to achieving excellence in customer satisfaction and advocacy. Companies, regardless of the industry, must outperform their competition on some or all of the core areas in order to retain and attract customers.
