OREANDA-NEWS. July 25, 2012. Ingosstrakh Insurance Company became a leader in rating of customer satisfaction with auto insurance services (hull insurance) by the results of EPSI (Extended Performance Satisfaction Index) Rating survey.

Satisfaction index of the customers of Ingosstrakh Insurance Company within the framework of hull insurance programs amounted to 76.4 points (out of 100 possible). This is the highest rating result which shows that the customers of Ingosstrakh Insurance Company highly appreciate the quality of the insurer's performance in optional auto insurance programs.

The survey was done among the owners of hull insurance policies who have ever filed insurance claims with the company. 2000 respondents - clients of nine leading insurance companies residing in Moscow and in Moscow Oblast - contributed to the survey.

Throughout the survey the customers were asked to evaluate their satisfaction with the performance of the insurance company by various aspects. The respondents evaluated the reputation (image) of the insurance company in the society, expectations before interaction, quality of the product and quality of the service and price-quality relationship.  The customers also named Ingosstrakh Insurance Company as a leader in service quality.

The results of the survey show that the consumers of auto insurance services are very meticulous in terms of choosing an insurance company to buy a hull insurance policy from. In general, the market-wide index of satisfaction of Russian consumers with the performance quality of insurance companies corresponds to an average level of consumer satisfaction by EPSI scale.

EPSI Rating (Extended Performance Satisfaction Index) - is a complex system of aggregation, analysis and distribution of information about image, preferences and perceived quality as well as about loyalty of customers, employees and other interested parties of commercial companies, NGOs and government institutions. EPSI Rating projects incorporates the most significant consumer sectors of economy including insurance. A decision was made in 2012 to conduct a profound analysis of the Russian market. Loyalty and satisfaction indexes are calculated with a single analytical tool applied in all European countries and the US based on the answers of respondents to 50 questions.