Progressive Wins Voice Of The Customer Award

Car insurance company honored for using customer feedback to develop new products and services

MAYFIELD VILLAGE, Ohio – June 25, 2009 – Customers with opinions aren’t hard to find. Companies who listen can be. But listening and responding to customer feedback is precisely what earned car insurance company Progressive one of Forrester Research’s Voice Of The Customer Awards. The awards recognize initiatives that enable companies to dramatically improve how they collect, interpret, and react to customer feedback. Forty companies representing leading brands in financial services, retail, health care, technology, and travel submitted entries for the awards. The awards were presented to three winners at Forrester’s Research Customer Experience Forum in New York.

“We want to know what our customers think, so we have a lot of different mechanisms to collect feedback,” said Christine Johnson, a customer experience manager at Progressive. “We use that feedback to find new and better ways to meet our customers’ needs. We’re honored to be recognized for our efforts with Forrester’s inaugural Voice Of The Customer Awards.”

Progressive has used customer feedback to develop and introduce products like homeowners insurance for customers who prefer one-stop shopping for their car insurance and homeowners insurance and umbrella coverage for customers who may need more protection than what a standard car insurance policy offers. Progressive’s homeowners insurance, Progressive Home Advantage, is underwritten by Homesite Insurance.

In addition, Progressive uses customer feedback to refine customer service experiences. For example, Progressive customers expressed a wish to receive their policy documents electronically, so Progressive now offers customers the choice of receiving just bills, or bills and policy documents, electronically.

Progressive was the first insurance company to introduce pet injury coverage, which gives customers extra peace of mind when they’re traveling with their four-legged family members. After introducing pet injury coverage in September 2007, customer feedback validated their enthusiasm for the product.

Customers also have expressed a desire to have more control over their car insurance costs, and two Progressive innovations – MyRate┬« and Name Your Price┬« – are designed to respond to that need. MyRate is a usage-based insurance program that lets drivers get a customized rate based on how, how much and when they drive. Name Your Price is an online tool that enables car insurance shoppers to tell Progressive the price they want to pay for insurance.

Forrester Research is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Winners of Forrester’s Voice Of The Customer Awards were judged across five categories: clarity of their approach, business value, customer experience improvements, innovation, and value of lessons learned.

About Progressive

The Progressive Group of Insurance Companies, in business since 1937, is one of the country’s largest auto insurance groups, the largest seller of motorcycle policies, and a market leader in commercial auto insurance based on premiums written.

Progressive is committed to becoming consumers’ #1 choice for auto insurance by providing competitive rates and innovative products and services that meet drivers’ needs throughout their lifetimes, including superior online and in-person customer service, and best-in-class, 24-hour claims service, such as its concierge level of claims service available at service centers located in major metropolitan areas throughout the United States.

Progressive companies offer consumers choices in how to shop for, buy, and manage their auto insurance policies. Progressive offers its products, including personal and commercial auto, motorcycle, boat, and recreational vehicle insurance, through more than 30,000 independent insurance agencies throughout the U.S. and online and by phone directly from the Company. Private passenger auto products and prices are different when purchased directly from Progressive or through independent agencies. To find an agent or to get a quote, go to