Disappointed that metrics mean more than customer experience - Anonymous employee State Farm Employee Review

3.0
Nov 28, 2017
Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Large company with benefits, team environment and diversity

Cons

Metrics, such as call time, seem to mean more to them than being there for the customer and giving them the attention they deserve. I was told to interrupt the customer to move on with the call so we can get to the next call faster to help the next customer and I understand that, but on the other hand we also need to allow the time for the current customer to be happy with and even vent if they need to.

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5.0
May 7, 2026
Recommend
CEO approval
Business outlook

Pros

stable and reliable environment. Interesting work

Cons

If not planning to be an agent could be a dead end

3.0
Mar 8, 2018
Anonymous employee
Recommend
CEO approval
Business outlook

Pros

(At the time) Fair pay and predictable bonus structure They were pretty good at covering travel expenses and paying them back quickly Diverse workforce & diversity initiatives Fun and funny coworkers Opportunities for growth Again, this was all four years ago and has likely changed

Cons

(At the time and now, according to other comments) Arrogant to a fault Total lack of innovation & willingness to innovate Odd attachment to the company's past (which prevents progress) High number of veterans (20+ years) who are determined to get that retirement money, and therefore, are resistant to change and technology Heavy reliance on command and control management style Poor decision-making that leads to losses of all kinds

1058
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