Methodology for insurance and breakdown cover ratings

Many of our reviews now feature customer satisfaction star ratings. Here's how we conducted the research to get them.

Avatar
Ronny Lavie

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 2021, Finder conducted an independent customer satisfaction survey about insurance and breakdown cover providers. We asked thousands 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.

Here are the number of people were surveyed in each area:

  • Breakdown cover – 1,269
  • Car insurance – 1,841
  • Home insurance – 1,448
  • Life insurance – 1,217
  • Pet insurance – 1,010
  • Travel insurance – 759
  • Gadget insurance – 576

    • 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

    More guides on Finder

    Ask an Expert

    You are about to post a question on finder.com:

    • Do not enter personal information (eg. surname, phone number, bank details) as your question will be made public
    • finder.com is a financial comparison and information service, not a bank or product provider
    • We cannot provide you with personal advice or recommendations
    • Your answer might already be waiting – check previous questions below to see if yours has already been asked

    Finder.com provides guides and information on a range of products and services. Because our content is not financial advice, we suggest talking with a professional before you make any decision.

    By submitting your comment or question, you agree to our Privacy and Cookies Policy and Terms of Use.

    Questions and responses on finder.com are not provided, paid for or otherwise endorsed by any bank or brand. These banks and brands are not responsible for ensuring that comments are answered or accurate.
    Go to site