LANSING, Mich.--(BUSINESS WIRE)-- 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 2010 award marks the sixth time the company has received the World Class designation in Call Center customer satisfaction from SQM. Jackson also earned SQM’s “Highest Customer Satisfaction by Industry” award for the sixth time, having the highest rate of customer satisfaction in the financial services industry. Historically, only 5 percent of companies achieve World Class status.
“Our ability to maintain such a high level of customer satisfaction speaks volumes about the dedicated individuals who represent Jackson in our call center,” said Jackson Vice Chairman and President Mike Wells. “Supporting our customers by providing them with responsive, knowledgeable customer service will continue to be a top priority for Jackson. We are very pleased to receive this recognition from SQM for the sixth time, and I congratulate our entire service department on an outstanding accomplishment.”
Call Center World Class status is achieved when 75 percent or higher of the calls are at the world class level for six months or more. SQM’s world class call criteria are based on the customer’s call being resolved, and the customer rating his or her experience as “very satisfied” – the highest possible response – with both a company’s call center and the telephone service representative who took the call.
This year, Jackson received the highest rating from 86 percent of the survey’s participants, compared to the financial industry average of 73 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 72-percent resolution rate. Furthermore, survey participants were “very satisfied” with their experience with a Jackson telephone service representative 92 percent of the time, compared to the financial services industry average of 79 percent.
For SQM’s Call Center Certification program, the company surveyed more than 1,800 customers within two business days of their contact with the call center to understand their satisfaction with their service experience. SQM conducted the benchmarking study for the period of October 1, 2009 to September 30, 2010.
SQM benchmarks more than 450 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 1996. For more information on SQM, please visit www.sqmgroup.com.
About Jackson National Life Insurance Company
With nearly $94 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.
*Jackson has nearly $94 billion in total IFRS assets and nearly $84 billion in IFRS policy liabilities set aside to pay primarily future policyowner benefits (as of 6/30/10). 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 $463 billion in assets under management as of June 30, 2010. 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).
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