My team and I recently uncovered a fascinating connection — the best-rated insurance companies, the ones with great Clearsurance ratings, show higher Glassdoor ratings in almost every instance. If you don’t know it already, Glassdoor is an open, crowd-sourced platform for employees to rate their employers. You may be asking, “So, what does this have to do with insurance?”
Stay with me for a minute. In a famous Harvard Business School Review article, “Putting the Service-Profit Chain to Work," researchers found that companies with measurably “satisfied, loyal and productive employees” provided better customer satisfaction, thereby creating greater customer loyalty, resulting in profit and growth for the company, and were more successful than their competitors. Those with less happy employees, resulted in a loss of productivity and decreased customer satisfaction.
“Insurance” is a service business — although, ironically, many insurance companies view themselves more as capital allocators or risk bearers. Many insurance companies tend to think of their broker and agent distribution partners as their “real” customers. But the bottom line is, when policyholders suffer a loss and need to file a claim for coverage, their insurer becomes 100% a service provider, regardless of whether the carrier outsources the claim’s processing functions or keeps them internal.
While Clearsurance shares independent customer reviews, Glassdoor publishes the employee perspective about the culture and health of their employer. In our informal analysis, we’re starting to see that insurance companies with happy employees are also the ones with happy customers.
You would think this is all common sense, but until the advent of crowd-sourced rating and review communities, people really did not have easy access to available resources to determine a company’s employee satisfaction, overall cultural health, or other customer experiences. It was all word of mouth.
While not exactly a scientific exercise in and of itself, the connection between employee satisfaction and customer satisfaction is something to note. Who wants to buy insurance from a company whose employees are deeply unhappy and dissatisfied? Not me. That’s why I’ll be using both Glassdoor AND Clearsurance the next time I’m making insurance decisions.
 I remember when I first learned about Glassdoor. We had fired an underperforming and immature employee who went to the site and put us on “blast.” I was the CEO of the company at the time, had Google Alerts set up, and was shocked to read the fired employee’s review of her experience with our company. It was quite lengthy, with a 25% fair and accurate criticism of our company, 50% fictitious and untrue, and probably 25% the employee’s distorted perception of the situation.
Over the ensuing years, many employees have left positive, neutral, and negative reviews. None of them were challenged on the grounds of false information, and some of them were consistent with the struggles we were facing as we built a hyper growth service company that depended upon great people to provide great service to our customers.
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