Progressive 2010 Annual Report Download - page 15

OPERATIONAL SKILLS
Marketing, product design, and distribution, per-
haps for some are the more visible elements of
Progressive, but our success is directly de pendent
on our operational skills and the talented individ-
uals who execute, lead, and design the processes
we follow. It is here the customer-care culture really
has been oper a tionalized. Claims resolution, our
call centers operations, and our technology oper-
ations all had very good years in 2010.
Claims resolution continues to produce quality
results and operating costs that in no small way
reflect in our aggregate performance. Our numer-
ous call center operations continue to seek ways
to increase their focus on customer retention and
agent satisfaction through superior, yet efficient,
service. This commitment is now leading us
to begin using technology that will help provide
insightful diagnostics of a phone call, not just
statistics, including consumer interaction styles
and points of consumer stress during the call and
by so doing provide for greater feedback on
the emotional adaption required of us to provide
the best possible future service. And while there
are moments we can’t live with it, we know we
can’t live without it. Technology makes all that has
been featured in this letter possible and getting
it right and getting it fast and getting it cost effec-
tive is a never-ending challenge.
Continuously innovating and changing things
that work because there is a better way is difficult
and demanding and requires a special mindset
and motivation. Relentlessly improving our products
and services, providing reasons for customers to
stay and others to join is never ending. That is what
we do. The decade has seen a lot of changes and
2010 was as big a year as any. I like the changes
and the options we’ve created. I like the greater
breadth of customers that we have been able to
attract as a destination insurer. I like the customer
culture that our leaders have created.
17
your renewal and
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DISTINCTIVE PRICING.
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SM
use the device
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return the device
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plug in
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