Looks like we are tied for number #4 in member service. Are we going to get swag stating we are #4?
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Employee and 25 year member and veteran. Left purely because of price. Immediately saved 50% first year and 40% years 2,3,4 and 5 (nearly $700/month)
I’m an employee was insured by USAA. During that time I was in a no fault crash and my car was totaled. My customer service experience was miserable. It felt like everyday I had a new adjuster and I had to tell the same story so many times. I’d literally call my adjuster from the day before and they’d be confused and tell me I should have known I was handed off to somebody else. It was really a terrible experience. That was one of two reasons I no longer use USAA. The other was price. I think I have better coverage now and am paying about 40% less.
USAA’s ACSI score fell 8 points this year, from 85 to 77, while the industry held at 76 and State Farm, Allstate and Geico all improved. These scores usually move a point or two. A drop this size is specific to USAA. It doesn’t take a team of analysts to see why: rates keep climbing and service feels average and slipping. I’ve been hearing nightmare stories from members and figured they were anecdotal. Apparently not. The data says it’s widespread.
As an adage goes… you can’t sell what nobody buys. Lipservice wont get you the result you want in this digital age.
@br brother, do you read what you post? This is completely illegible.
We’re #4! Finally, almost-mediocre. Tied with GEICO, no less; even the gecko is impressed. Next up: the Commander-in-Chief’s Trophy, where we’re aiming for fourth place out of three. Math? Overrated. We’re living proof.
Irony. The year MV was created the member survey tanks...
Has USAA considered giving a dog to every member?
“A 9% dip is very unusual. We’ll often see companies move 1 or 2 points, so we’re sort of saying, ‘Wow, a 3-point decline – that’s a really significant decline,’” Forrest Moregson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI, tells MySA.