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.

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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.

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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.

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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.

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