Amica Named One of Business Week’s “Customer Service Champs” -- Again
Amica Mutual Insurance Co. has again earned a spot on BusinessWeek’s list of “Customer
Service Champs” -- for the fourth year in a row.
Lincoln, RI (Vocus) February 24, 2010 -- Amica Mutual Insurance Co. has again earned a spot on
BusinessWeek’s list of “Customer Service Champs” -- for the fourth year in a row.
The magazine ranks the top 25 customer service providers across a variety of industries, including retail, travel,
hospital and finance, based on a combination of factors and surveys. The rankings are based on data supplied by
J.D. Power and Associates, as well as a survey of members of BusinessWeek’s Market Advisory Board.
Amica moved up a notch in this year’s rankings, from 15th to 14th place among the top 25 “Customer Service
Champs” among all industries nationwide. The magazine not only ranks the best customer service providers, but
also details the strategies they use to deliver great service.
Here’s what BusinessWeek said about Amica: “The insurance company’s long-tenured employee base has a
turnover rate of just 2% a year, and customers are similarly stable, with retention rates at about 95%. New
technology for Amica’s telecommunications system taps agents in other offices when call volume at a customer’s
local branch gets particularly high, such as after a hurricane or other catastrophe.”
Robert A. DiMuccio, the company’s chairman, president and CEO, gives full credit to Amica’s more than 3,200
employees, saying: “This national recognition proves once again what we’ve known all along: We have the
winning combination for success here at Amica. We have employees who are committed to serving our customers
. And we have customers who appreciate that when they call Amica, a real person answers the phone – and gets
them the help they need.”
The rankings are included in the March 1 edition of BusinessWeek magazine, which is available on newsstands
now or online at World-Class Customer Service.
Amica also recently