Allstate has relationships with millions of people, and vice versa. So we take our reputation and our responsibilities very seriously.
Who and How We Serve
Allstate’s key stakeholders include customers, consumers, employees, our exclusive and independent agency owners, investors, opinion leaders and policy makers. Understanding and responding to their expectations is essential to
our success.
Why We Care
We care because customers and consumers are the reason we exist. Because our employees and agency owners must serve and satisfy those customers. Because investor confidence helps drive our stock price. And because opinion leaders and policy makers influence how well we’re perceived and regulated.
What We Do
We actively seek and encourage input from all our stakeholders. We create and refine products and programs to improve the customer experience, set and measure standards for service and satisfaction, and tie our employee benefit package to the results. We offer employee development and work-life opportunities and track their effectiveness, as well as overall employee and agency owner satisfaction. We are open and transparent with investors through comprehensive disclosures of financial results, quarterly conference calls and ongoing contact by our investor relations team. We nurture relationships with opinion leaders and policy makers on a variety of mutually important issues.
How We’re Doing
Customer satisfaction and loyalty scores were good, but customer loyalty was down slightly in 2010. Employee satisfaction continued to average higher than the industry, but also declined in a difficult economic environment. Agency owner satisfaction remained steady.