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Carlson earns insurance award

John Carlson, an American Family Insurance agent in Bemidji, has been recognized for the fifth consecutive year for customer satisfaction excellence under the J.D. Power and Associates Distinguished Insurance Agency Program.

Carlson joins other American Family agents who have demonstrated the highest level of commitment to outstanding customer service.

Carlson has been an agent for American Family since May 1996. His office is located at 1403 Bemidji Ave N.

The service excellence distinction was determined through a two-part evaluation process. The first part consists of a customer satisfaction survey, which measures customers' overall experience with their current American Family agent. In order to proceed to the second step, agents must meet or exceed the standards measured on a national benchmark established by J.D. Power and Associates' annual auto and home insurance customer satisfaction studies. Only agencies that perform in the top 20 percent of all agencies nationwide based on customer satisfaction surveys are eligible to become a Distinguished Insurance Agency.

Agents who meet or surpass the overall national average must then pass a rigorous on-site evaluation based on five best practice areas: proactive reviews of customer insurance needs, claims handling, positive customer contacts, responsiveness and office environment.

Based in Madison, Wis., American Family Insurance offers auto, homeowners, life, health, commercial and farm/ranch insurance in 19 states. American Family is the nation's third-largest mutual property/casualty insurance company and 14th-largest property/casualty insurance group.