Methodology for insurance ratings

Some of our insurer reviews now feature customer satisfaction star ratings. This is a guide to how we came up with them.

Updated

You may have noticed that some of our insurance reviews and guides come with “Customers say” star ratings. If you’re wondering who these customers are and how we know what they think of their insurance company, this guide will make it all clear!

Our customer satisfaction survey

In December 2019, Finder conducted an independent customer satisfaction survey about insurance providers. We asked 750 customers about whether they were happy with their current insurer, then turned their answers into a rating of between one and five stars.

Customer satisfaction ratings methodology

We asked participants how satisfied they were with their insurance company on a scale of one to five, and whether they would recommend their insurer 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

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