In the insurance industry, trust and reliability are key to building long-term customer relationships—but not every provider delivers on that promise. While many insurers focus on pricing and policy features, the overall customer experience often gets overlooked. Allstate, once known for its strong reputation, is now facing growing criticism from longtime policyholders.
In today’s article, we’ll take a closer look at Allstate NPS score, explore what’s driving customer dissatisfaction, and highlight the key areas where the company is falling short. We’ll also unpack real customer feedback to understand what’s truly impacting loyalty—and what Allstate (and others in the industry) can do to rebuild trust.
What is the Net Promoter Score?
Net Promoter Score is a widely used metric that helps businesses measure customer loyalty and satisfaction. It assesses how likely customers are to recommend a company, product, or service to others, serving as a strong indicator of overall customer experience and business growth.
The NPS system is based on a single, straightforward question:
“On a scale of 0 to 10, how likely are you to recommend our company/product/service to
a friend or colleague?”
Based on their responses, customers are divided into three categories:
- Promoters (9–10)
These are enthusiastic, loyal customers who are likely to make repeat purchases and refer others.
- Passives (7–8)
These customers are satisfied but not enthusiastic enough to actively promote the brand. They are also more susceptible to switching to competitors.
- Detractors (0–6)
These are dissatisfied customers who may discourage others from using the brand through negative feedback.
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
NPS =%Promoters−%Detractors
The resulting score ranges from -100 to +100:
- A positive score (above 0) is generally good.
- A score of 50 or more is considered excellent.
- A score of 70 or higher is regarded as world-class.
NPS is a valuable tool for businesses because it offers a quick and reliable measure of customer sentiment. Additionally, it helps identify areas for improvement in customer service or product quality. This allows companies to track customer loyalty over time, benchmark against competitors, and provide actionable insights to improve customer retention and drive growth.
Allstate NPS Performance Score and Breakdown
Allstate holds a Net Promoter Score (NPS) of 13, which is notably below the insurance industry average of 23, as reported in QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report. This score suggests that Allstate has room to grow in terms of customer loyalty and brand advocacy.
Here’s a breakdown of what customers are saying about Allstate, highlighting the recurring issues and concerns that are directly impacting their satisfaction and loyalty.
- Promoters: 38%
- Passives: 37%
- Detractors: 25%
With a quarter of its customers categorized as Detractors and a large group in the Passive segment, Allstate faces the task of enhancing customer satisfaction and loyalty. By addressing customer concerns, improving service delivery, and engaging more proactively with its client base, Allstate can work toward boosting its NPS and strengthening its competitive position in the insurance market.
How Allstate NPS Score Compares to Automotive Industry Benchmarks?
Allstate’s Net Promoter Score falls significantly below the insurance industry average, as outlined in QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report. This gap highlights the need for Allstate to strengthen its customer experience strategies to enhance loyalty and advocacy.
While Allstate has a considerable number of Promoters, the combined percentage of Passives and Detractors suggests that many customers are either indifferent or dissatisfied with their service. This places Allstate behind several competitors in terms of customer satisfaction and brand loyalty.
To close this gap and exceed industry benchmarks, Allstate could focus on improving areas such as customer service responsiveness, claims management, and personalized offerings. These improvements may help convert more customers into loyal advocates and boost Allstate’s NPS in future evaluations.
These insights are drawn from feedback provided by 1,000 participants in QuestionPro’s Q1 2025 report, offering a snapshot of how major insurance brands are perceived in the eyes of their customers.
What is Impacting Allstate’s NPS?
So, what’s driving this gap? After looking through real customer feedback, it’s clear that while some policyholders are happy, many are frustrated. Here are five major reasons why Allstate’s NPS is taking a hit:
- Frustrating Claims Process
One of the biggest pain points for customers is the claims process. People report long delays, poor communication, and confusion over what’s covered. Even long-time customers say they’ve had terrible experiences when they needed help the most, especially after accidents or weather-related damage.
- Poor Customer Service
Many customers mentioned long hold times, unreturned calls or emails, and agents who seemed uninterested or unhelpful. Some even had to call multiple times just to get basic answers. For a service-based industry, this kind of experience is a deal-breaker.
- Unexpected Price Hikes
Several users said they were lured in by low initial rates or promised discounts, only to see those disappear over time without explanation. The lack of transparency around billing and pricing changes left customers feeling misled and frustrated.
- Hard-to-Manage Policies
Simple tasks like updating a policy, adding a car, or correcting odometer readings turned into major hassles. People were passed around between departments and often ended up with no clear resolution. This kind of friction makes customers feel like their time and needs aren’t valued.
- Loyalty Doesn’t Seem to Matter
Some of the most passionate complaints came from customers who had been with Allstate for decades. They felt disappointed by how they were treated during a claim or policy issue, with many saying they expected better after years of loyalty and chose to switch providers.
Allstate has some serious work to do in rebuilding customer trust. If they want to improve their NPS, they’ll need to fix their service gaps, be more transparent, and start showing long-term customers the care they deserve.
How to Measure and Enhance Your NPS?
Want to improve your NPS? QuestionPro makes it simple to get started and see real results.
Here’s how to launch your Net Promoter Score program and use the insights to boost customer satisfaction:
1. Launch a Quick NPS Survey
Start with a simple feedback survey using QuestionPro’s ready-to-use templates. Include the key NPS question (on a 0–10 scale)
You can follow it up with an open-ended prompt like: “What’s the main reason for your score?”
This helps you uncover the AskWhy behind customer sentiment.
2. Reach Your Target Audience
Share your survey across channels your audience prefers:
- SMS
- QR codes or
- Direct links
Need specific responses? With QuestionPro Audience, you can target by location, age, job title, and more.
3. See Real-Time Results
As responses come in, QuestionPro automatically sorts them into Promoters, Passives, and Detractors. Your interactive dashboard highlights trends and problem areas at a glance, eliminating the need for manual sorting.
4. Act on Customer Feedback
The real value of NPS is in what you do with it. Use customer comments to fix pain points, enhance experiences, and build loyalty.
Benchmark your score against others in your industry to see how you compare and where you can grow.
5. Keep Tracking for Long-Term Success
With QuestionPro, NPS tracking becomes a continuous part of your customer strategy. Stay ahead of issues, monitor changes over time, and keep your customers happy and engaged.
Explore the Q1 2025 NPS Benchmark Report to see how leading brands are turning feedback into business growth.
Ready to take your NPS to the next level? Talk to the experts at QuestionPro for customized support and actionable strategies.
