Progressive Leads in Growth and Loss Ratios but Trails on Auto Insurance Customer Satisfaction

The 2025 J.D. Power U.S. Auto Insurance Study highlights a divergence between financial performance and customer satisfaction among leading personal auto insurers. Progressive continues to demonstrate strong growth and superior loss ratios, expanding personal auto policies by over 19% in the last year and achieving a favorable loss ratio of 66.6 in the first half of 2025. Despite this, Progressive’s customer satisfaction scores consistently lag behind competitors such as State Farm, GEICO, and Allstate across all 11 U.S. regions surveyed.

Smaller, regional insurers dominate the top customer satisfaction rankings, while among the largest national writers, Progressive ranks lowest in satisfaction, trailing State Farm, GEICO, and Allstate substantially. Farmers Insurance showed improvement in customer satisfaction in several regions, narrowing the gap with Progressive in 2025. Progressive's average satisfaction score across all regions, at 621 on a 1,000-point scale, remains notably below the industry average of 644 and significantly lower than State Farm (650) and GEICO (645).

Analysis of business-switching trends reveals that Progressive is a common beneficiary when major carriers like Allstate, American Family Insurance, Farmers, GEICO, Liberty Mutual, and State Farm lose customers. However, this gain in market share has not translated into higher customer satisfaction rankings.

The discrepancy between financial outcomes and customer satisfaction led to an evaluation of underlying factors. J.D. Power’s change in scoring methodology in 2024, which expanded from five to seven core dimensions—including trust, problem resolution, and people—sheds light on Progressive’s weaker performance. The company falls significantly behind competitors in these trust-related dimensions, which are influenced by customer perceptions of price fairness, agent knowledge, and quality of service interactions.

Price increases have been industry-wide and thus do not solely account for Progressive’s satisfaction shortfall. Trust metrics, affected by customer service experiences such as agent preparedness and clarity in communication, have become critical in shaping satisfaction scores. Customers with a clear understanding of rate increases tend to maintain trust, indicating that transparency and service play pivotal roles.

In contrast, GEICO’s customer satisfaction scores improved considerably in 2025, driven by gains in price for coverage and people dimensions, while State Farm saw a decline in trust and price-related satisfaction, contributing to lower overall scores. Regionally, State Farm experienced significant score declines in New England—the most demanding region for insurers—while GEICO made notable improvements, including a substantial score increase in Florida.

The study also identifies regional variations in customer satisfaction, with some states such as California showing wide discrepancies in scores, and others like Florida, New York, and Texas demonstrating tighter score ranges. Kemper registered the lowest scores in both 2024 and 2025, concentrated primarily in California.

USAA, although excluded from ranking due to membership criteria, consistently scores above 700, underscoring its strong customer satisfaction performance relative to the broader market.

Overall, the findings underscore the complexity of aligning insurer financial success with strong customer satisfaction in personal auto insurance. Progressive’s case illustrates that superior underwriting and growth metrics do not automatically lead to higher customer satisfaction, which relies heavily on trust, service quality, and transparent communication.

Insurers aiming to improve satisfaction scores might consider focusing on these trust-related dimensions, particularly in customer interaction quality and problem resolution, areas where Progressive and other large carriers show room for improvement. The nuanced regional differences also suggest tailored strategies may be necessary to meet diverse customer expectations across the U.S.