The Travelers Companies is an American insurance company. It is the second largest writer of U.S. commercial property casualty insurance and the third largest writer of U.S. personal insurance through independent agents. Travelers is incorporated in Minnesota, with headquarters in New York City and its largest office in Hartford, Connecticut. Travelers also maintains a large office in St. Paul, Minnesota. It has been a component of the Dow Jones Industrial Average since June 8, 2009.
The company has field offices in every U.S. state, plus operations in the United Kingdom, Ireland, Singapore, China, Canada, and Brazil. In 2014, the company reported revenues of US $27 billion and total assets of US $103 billion.
Travelers, through its subsidiaries and approximately 14,000 independent agents and brokers, provides commercial and personal property and casualty insurance products and services to businesses, government units, associations, and individuals. The company offers insurance through three segments:
| Founded | 1853; 164 years ago (1853) (as St. Paul Fire & Marine) 2004 (2004) (as The Travelers Companies) |
|---|---|
| Key people | Alan D. Schnitzer (CEO) John Dasburg (Executive Chairman) |
| Traded as | NYSE: TRV DJIA Component S&P 500 Component |
| Headquarters | New York City, New York, United States |
| Products | Insurance policies Risk management |
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Insurance / Car Insurance is 58.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Travelers sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Travelers with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| Travelers | 28 |
| State Farm | 60 |
| CoverHound | 85 |
| Score | Date | Source |
|---|---|---|
|
28
|
2014-03-13 | http://customergauge.com/news/2014-net-promoter-benchmarks/ |
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