The document summarizes an eavesdropping report from Fractal Analytics on customer perceptions of State Farm Insurance. Key findings include: 1. Consistent problem areas across insurance brands included agent perception, customer service experience, and claims handling. 2. Good discounts were perceived as a reason for State Farm's comparatively positive policy perception. 3. The analysis identified areas for process improvement and highlighted drivers of brand perceptions.

1. EAVESDROP DIPSTICK #017 State Farm Insurance ESP eavesdrop.silhouette.perspective ESP.ED017

3. Extract themes from user generated content across customer touch points Spark viral trends using web 2.0 concepts over the internet Analyze drivers and patterns behind brand perceptions AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA Page number 6 of 12 Deliverable eavesdrop report on named brands on a periodic basis Deliverable silhouette report on named brands on a periodic basis Deliverable Strategy Consulting to leverage web 2.0 for your brand ESP.ED017 DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS SILHOUETTE EAVESDROP TM PERSPECTIVE

4. Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with customers. United States +1 201 633 8728 Rest of the Globe +65 6443 1926 www.fractalanalytics.com India +91 22 6704 2444 kal.eidoscope.com Kaleidoscope SOCIAL MEDIA ESP ESP.ED017 TM ESP