2009-12-02 17:03:51 -
The Service Quality Measurement Group, Inc. (SQM) has recognized Jackson National Life Insurance Company ® (Jackson) as a World Class customer service provider in its latest benchmarking study of North American contact centers.
Jackson’s 2009 award marks the fifth time the company has received the World Class designation from SQM. Jackson also earned SQM’s “Highest Customer Satisfaction by Industry” award for the fifth time, having the highest rate of customer satisfaction in the financial services industry. Historically, only five percent of companies achieve World Class status.
To earn a World Class designation, at least 75 percent of customers surveyed must rate their experience as ‘very satisfied’ – the highest possible rating – with a company’s call center and the telephone service representative (TSR)
who took the call. This year, Jackson received the highest rating from 84 percent of the survey’s participants, compared to the financial industry average of 68 percent. Jackson’s service representatives were able to resolve 83 percent of issues in one call, which is significantly higher than the average financial services company’s 73-percent resolution rate.
“Our ability to maintain such high levels of customer satisfaction speaks volumes about the individuals who represent Jackson in our call center,” said Clark Manning, president and chief executive officer of Jackson. “We are very pleased to receive this recognition from SQM for the fifth time, and I congratulate our entire service department on an outstanding accomplishment.”
SQM benchmarks more than 250 North American contact centers annually, resulting in one of the largest customer survey databases. SQM has evaluated customer satisfaction for the contact center industry since 1998. Customer satisfaction is assessed by selecting a random sample of calls and surveying customers within 72 hours of their call to a company’s contact center.
“Awards such as these are quite impressive at any time, but are even more notable this year due to unprecedented market turmoil and the resulting elevated call volumes our service center has experienced,” said George Napoles, executive vice president and chief administrative officer for Jackson. “Supporting our customers by providing them with responsive, knowledgeable TSRs will continue to be a top priority for Jackson.”
About Jackson National Life Insurance Company
With nearly $77 billion in assets (IFRS unaudited)*, Jackson National Life Insurance Company is an industry leader in variable, fixed and fixed index annuities. The company also offers life insurance and institutional products. Jackson markets its products in 49 states and the District of Columbia through independent and regional broker-dealers, financial institutions and independent insurance agents.
Jackson’s subsidiary, Jackson National Life Insurance Company of New York ® , similarly markets products in the state of New York. Through its affiliates and subsidiaries, Jackson also provides asset management and retail brokerage services. For more information, visit www.jackson.com :
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*Jackson has nearly $77 billion in total IFRS assets and nearly $68 billion in IFRS policy liabilities set aside to pay primarily future policyowner benefits (as of 6/30/09). International Financial Reporting Standards (IFRS) is a principles-based set of international accounting standards indicating how transactions and other events should be reported in financial statements. IFRS are issued by the International Accounting Standards Board in an effort to increase global comparability of financial statements and results. IFRS is used by Jackson's parent, Prudential plc, to report the Group's financial results.
Jackson National Life Insurance Company is an indirect subsidiary of Prudential plc, a company incorporated and with its principal place of business in the United Kingdom. Prudential plc and its affiliated companies constitute one of the world's leading financial service groups. It provides insurance and financial services directly and through its subsidiaries and affiliates throughout the world. It has been in existence for over 160 years and had more than $403 billion in assets under management as of June 30, 2009. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America.
Jackson is the marketing name for Jackson National Life Insurance Company (Home Office: Lansing, Michigan) and Jackson National Life Insurance Company of New York (Home Office: Purchase, New York).
Jackson National Life Distributors, LLC.
CORPORATE COMMUNICATIONSJackson National Life Insurance
CompanyAndrew SilverPhone: 303-224-7542Email:
andrew.silver@jackson.com : mailto:andrew.silver@jackson.com
