Insurer outperforms the industry average and raises the bar for delivering exceptional customer experiences at times of loss
Jewelers Mutual® Group, the insurer dedicated to protecting jewelry and jewelry businesses for 110 years, recently shared it has consistently earned top marks from its customers, attaining a ‘world-class’ Net Promoter Score ranking above 80 for its service, particularly at the time of a claim. Customer experience experts classify a score of 80 or higher as ‘world-class’, which the company has consistently received each of the past 10 years. The high satisfaction measure reflects results from Jewelers Mutual’s commercial and personal insurance customers and far surpasses the insurance industry average of 15, according to Qualtrics XM.
“We take tremendous pride in our high customer satisfaction scores, especially at critical times when our customers need us most,” said Mike Alexander, Chief Operating Officer at Jewelers Mutual. “This achievement reflects our unwavering commitment to be there for our customers where and how they need us to be with every call, question and interaction.”
Developed in 2003 by Bain and Company, Net Promoter Score is the gold standard of customer experience metrics. It is used by millions of businesses, measuring the loyalty of customers to a company or brand. NPS is measured with a single survey question and reported with a number from -100 to +100. The higher the score for ‘How likely would you be to recommend a company to a friend or colleague?’ the stronger indicator of customer satisfaction.
Jewelers Mutual regularly surveys subsets of its customers across various touchpoints throughout their journey as a pathway to continuous improvement. The insurer attributes its high scores for its claims experience to its customer-centric business model as well as its uniquely specialized expertise in insuring jewelry and jewelry businesses for more than a century.
“Our relentless focus on experience improvement is ingrained in our culture, and we strive to set new standards of excellence in the insurance industry,” said Alexander.
Serving over 1 million customers throughout the U.S. and Canada, Jewelers Mutual has become the trusted insurance and solutions provider of choice for jewelry business owners and jewelry customers. It has earned nearly 12,000 5-star customer reviews on Trustpilot and has been named best overall jewelry insurer by such publications as US News & World Report and the Wall Street Journal’s Buy Side. In addition, Jewelers Mutual was recently recognized with Inc’s Power Players Award for its innovative solutions to support jewelry businesses.
To read about what makes Jewelers Mutual an insurer of choice, visit JewelersMutual.com/best-jewelry-insurance.
ABOUT JEWELERS MUTUAL GROUP
Jewelers Mutual was founded in 1913 by a group of Wisconsin jewelers to meet their unique insurance needs. Later, consumers began putting their trust in Jewelers Mutual to protect their jewelry and the special memories each piece holds. Today, Jewelers Mutual continues to support and move the industry forward by listening to jewelers and consumers and offering products and services to meet their evolving needs. Beyond insurance, Jewelers Mutual’s powerful suite of innovative solutions and digital technology offerings help jewelers strengthen and grow their businesses, mitigate risk, and bring them closer to their customers. The Group insurers’ strong financial position is reflected in their 37 consecutive “A+ Superior” ratings from AM Best Company, as of November 2023. Policyholders of the Group insurers are members of Jewelers Mutual Holding Company. Jewelers Mutual is headquartered in Neenah, Wisconsin, with other Group offices in Dallas, Texas and Miami, Florida. To learn more, visit JewelersMutual.com.
