Customer Satisfaction vs. Customer Service: What is the Difference?

At first glance, “customer satisfaction” and “customer service” might seem like two sides of the same coin, but did you know there are key differences between them? When it comes to your insurance experience, both matter greatly. Read below to learn more about each.

NYCM Insurance was named #1 in Customer Satisfaction among Auto Insurers in New York by J.D.Power for 2025. It’s a distinction that sets us apart as a top-rated insurance company committed to your experience. We’re incredibly proud of this accomplishment because it affirms what we strive for every day, ensuring our customers feel supported, cared for, and truly satisfied.

While great customer service is a key contributor to customer satisfaction, the two terms are not interchangeable.

What is Customer Service?

Customer service refers to the direct interactions and support customers receive (think helpful representatives, prompt responses, and respectful communication). At NYCM, we’re proud of our Customer Service team, available 24/7, helping customers with everything from first notice of loss, to making a payment, to policy questions, and more.

What is Customer Satisfaction?

Customer satisfaction, on the other hand, is broader. It’s the overall measure of how pleased customers are with a company’s products, services, and their entire experience.

At NYCM Insurance, we take a thoughtful approach to both. Our teams work together to ensure every policyholder feels heard, understood, and empowered whether they’re filing a claim or simply managing their policy online. We offer convenient digital tools like My Account and our mobile app to make the process easy and stress-free.

“We are honored to have been recognized by our customers for being ranked #1 in Customer Satisfaction,” shares Tiffany Florenz, NYCM’s Sr. Vice President of Customer Relationship Management. “The J.D. Power Award reinforces the genuine care our dedicated employees deliver each day. Customer service is more than a team at NYCM Insurance, it’s at the heart of what we do and who we are, ensuring we are here for our customers and protecting what matters most to them.”

And our customers say it best:

“In November 2024, I was involved in a vehicle accident that resulted in serious damage to my insured vehicle. When I submitted a claim to have the damage repaired, NYCM promptly authorized the repair work at a local repair shop. NYCM also arranged for me to obtain a loaner car while the repair shop worked to get my vehicle back on the road. All parties involved with the insurance claim and the repair work moved quickly to help me. Within days of my accident, I was driving my insured vehicle again.”

“When I was upset over my accident and I spoke to your agent, she was very nice. Kept my spirits up and never hurried me to tell her what happened. I appreciated her being there for me.”

“Your people are phenomenal.”

“I love the company. When I had an emergency, they showed up and did the right thing and I will never forget it.”

Customer testimonials like this are true reflections of NYCM’s culture, built around empathy, responsiveness, and community.

Discover why auto policyholders across New York trust NYCM Insurance. Learn more about how we’re putting customer satisfaction first, every day. To learn more about JD Power, click here.

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