Methodology for insurance and breakdown cover ratings

Many of our insurance and breakdown cover reviews feature “Customers say” star ratings. If you’re wondering who these customers are and how we know what they think of their provider, this guide will make it all clear!

Our customer satisfaction survey

In December 2020, Finder conducted an independent customer satisfaction survey about insurance and breakdown cover providers. We asked hundreds of customers about whether they were happy with their current provider, or a provider they’d used within the previous 12 months. We’ve shown results only where we received more than 30 responses for a brand, to ensure the results are statistically significant.

Customer satisfaction ratings methodology

We asked participants how satisfied they were with their provider – on a scale of one to five – and we asked whether they would recommend the provider to a friend.

To turn the answers into the scores you see on the page, we used the following method:

• How many people would recommend the company versus how many people wouldn’t. If you would go as far as recommending a company to a friend, it must mean you think it’s really good. That’s why this counts as 50% of our customer satisfaction star rating.
• The proportion of people who rated an insurer five out of five. Five out of five is a real vote of confidence! This counts for 25% of our customer satisfaction star rating.
• The average score each insurance company got. This told us whether the insurer’s service levels match its ratings, or if it’s actually not that great. This score forms the last 25% of our customer satisfaction star rating.

All of those things combined made the final customer satisfaction score, which was then rounded up to the nearest half point to give the following ratings:

★★★★★ – Excellent

★★★★★ – Good

★★★★★ – Average

★★★★★ – Subpar

★★★★★ – Poor