Accenture Receives Highest Overall Customer Satisfaction Score Among Claims Solutions in Novarica ACE Rankings
NEW YORK; May 5, 2009 – The Accenture Claim Components Solution has received a score of 95 out of 100 for “overall customer satisfaction” in the most recent Novarica Average Customer Experience (ACE) Rankings™ report. Published by Novarica, an independent research and advisory company focused on technology strategy for financial services and insurance executives, the report aggregates feedback directly from end-user clients without any direct vendor participation.
The Accenture Claim Components Solution received an average overall score of 92 from clients, including scores of 95 for overall customer satisfaction and 91 for staff, organization and technology.
“Of the Novarica ACE Rankings published so far on claims solutions, Accenture received the highest average total mark and the highest rating for ‘overall customer satisfaction,’” said Matthew Josefowicz, director of Novarica’s insurance practice and lead researcher of the Novarica ACE Rankings report. “We also received positive user comments about Accenture’s commitment and capabilities, including one from an insurer mentioning that Accenture’s staff is as concerned with its clients’ business success and results driven by the software as the clients are.”
Novarica solicits comments directly from its own network of senior technology and operational executives and offers vendors the opportunity to direct clients to the survey. Novarica only considers input from insurer executives with direct experience with the solution and verifies every response with the insurer directly.
“We have been at the forefront of the claims transformation agenda for more than 10 years and have been continuously investing to improve our solutions to drive sustainable value,” said Michael Costonis, Accenture’s insurance practice managing director for North America and global claims practice lead. “We are very pleased to receive this recognition from Novarica, as our dedication to our clients and our commitment to helping them develop a high performance claims infrastructure has always been at the center of our strategy.”
The Novarica ACE Ranking reports are intended to provide a quantitative, independent average rating of customer experience across the critical areas of staff, organization, functionality, and technology for every significant insurer software solution on the market. The reports provide average scores on 35 different customer satisfaction questions.
The Accenture Claim Components Solution is a Web-based technology solution designed to help insurers improve the efficiency of their claims-handling operations through the automation of routine tasks. Currently used by more than 65,000 claims handlers worldwide to process approximately 40 million insurance claims each year, the Accenture Claim Components Solution supports core claims transactions from first notice of loss through to financials and reserve management.
Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. With more than 181,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com.
Novarica provides information, insights, and perspective on markets, operations, and technology to financial services and insurance executives. The company delivers its service through published research, retained advisory services, and project-based consulting. Novarica’s research includes market and trend analyses, best practices research, case studies, and independent analyses of insurance software vendors. Novarica draws its knowledge from the personal experience of its principals, the ongoing information gathering initiatives of dedicated research staff, and regular communication with insurer executives through informal networks and through the Novarica Insurance Technology Research Council. More information is available online at www.novarica.com.
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