U.S. Small Commercial Insurance Study
Understand What Small Businesses Need From Their Insurer
The U.S. Small Commercial Insurance Study examines how small business owners experience their insurance policies—from product fit and pricing to service, trust, and digital support. It provides deep insight into trends, expectations, and performance gaps, helping insurers strengthen satisfaction, loyalty, and long-term advocacy with this high-value customer segment.
What the Study Measures
A Complete Benchmark of Small Business Insurance Experience
Evaluates customer experience across seven core dimensions:
• Product/Coverage offerings meet my needs
• Problem and complaint resolution
• Digital channels (website, app, text)
• People (agents, call center staff, representatives)
• Policy price relative to coverage
• Trust in current insurer
• Ease of doing business (billing, payments, changes)
Includes:
• Verified small business customer feedback
• Competitive benchmarks across national and regional carriers
• Annual award recognition for top-performing insurers
How the Small Commercial Insurance Study Works
• Collects verified feedback from small business owners across industries and regions
• Measures satisfaction across seven key relationship and service dimensions
• Benchmarks performance across leading insurers
Stronger Relationships, Higher Retention
• Identifies pain points and emerging needs of small business customers
• Reveals drivers of loyalty across commercial insurance relationships
• Provides visibility into top-performing insurer strategies
• Helps improve products, service, and digital capabilities
Small Business Loyalty Growth
• Close experience gaps impacting small business satisfaction
• Improve product fit and service for diverse commercial needs
• Strengthen trust with reliable, easy-to-use insurance relationships
• Support retention in a high-value, relationship-driven segment
• Inform strategies that deepen long-term small business partnerships
Key Dates
2025
Field Start: March 2025
Publish: August 12, 2025
Press Release: August 19, 2025
2026
Field Start: February 2026
Publish: August 11, 2026
Press Release: August 18, 2026
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite.
Profiled Brands
2025 Brands Targeted to be Profiled
(final list available upon study publish)
AIG
Allstate
American Family
AmTrust Insurance
Auto-Owners Insurance
Chubb
Cincinnati Insurance
CNA Insurance
Erie Insurance
Farmers
GNY Insurance
Liberty Mutual
Nationwide
Philadelphia Insurance
State Farm
The Hanover
The Hartford
Travelers
Zurich
2026 Brands Targeted to be Profiled
(final list available upon study publish)
AIG
Allstate
American Family
AmTrust Insurance
Auto-Owners Insurance
Chubb
Cincinnati Insurance
CNA Insurance
Erie Insurance
Farmers
GNY Insurance
Liberty Mutual
Nationwide
Philadelphia Insurance
State Farmhe Hanover
The Hartford
Travelers
Zurich
Who should use it
Built for Leaders Driving Small Business Customer Growth
• C-suite executives
• Customer experience leaders
• Product and strategy teams
• Marketing and operations leaders
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
