Jackson® Again Recognized as World Class Customer Service Provider by SQM
Company receives World Class Certification in customer satisfaction and “Highest Customer Satisfaction by Industry” award for the eighth time
Lori Stafford-Thomas, Director, External Communications303-224-7542
Jackson National Life Insurance Company (Jackson), a leading provider of retirement solutions with $129.9 billion in assets, has been awarded World Class Call Center Certification and the highest customer service rating for the financial services industry by the Service Quality Measurement Group, Inc. (SQM).
Jackson has received the World Class Certification from SQM in Call Center customer satisfactioneight times. This year also marks the eighth time that Jackson has earned SQM’s “Highest Customer Satisfaction by Industry” award, achieving the top rating for the financial services industry.
To achieve World Class Call Center Certification, 75 percent or more of the calls must be at the world class level for six months or more. While the financial services industry averages 74 percent, Jackson far exceeded the minimum, with 91 percent of calls receiving the highest possible score. SQM’s criteria is based on the customer’s satisfaction with their service experience and the call being resolved. Jackson’s service representatives were able to resolve 87 percent of issues in one call, which is markedly higher than the industry average of 72 percent.
“We are proud that Jackson has once again been awarded top honors from the Service Quality Measurement group for Call Center excellence,” said Mike Wells, Jackson president and chief executive officer. “Our commitment to providing world-class customer service is unwavering, and it is truly an honor for all of our associates to be recognized for their industry-leading service.”
For SQM’s Call Center Certification program, the company surveyed a minimum of 800 financial advisors within two business days of their contact with the Call Center to evaluate their service experience. SQM conducted the benchmarking study for the period of October 1, 2011 to September 30, 2012.
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 .
Service Quality Management, Call Center World Class Certification, 2004 and 2006-2012
Service Quality Management, Highest Customer Satisfaction by Industry – Financial, 2004 and 2006-2012
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 is 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 company.
Jackson is the marketing name for Jackson National Life Insurance Company, Jackson National Life Insurance Company of New York and Jackson National Life Distributors LLC.
Annuities are issued by Jackson National Life Insurance Company (Home Office: Lansing, Michigan) and Jackson National Life Insurance Company of New York (Home Office: Purchase, New York). Variable annuities are distributed by Jackson National Life Distributors LLC, may not be available in all states and state variations may apply. These contracts have limitations and restrictions, including possible withdrawal charges, recapture charges and excess interest adjustments. Contact your representative or the Company for more information.
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 $560 billion in assets under management as of June 30, 2012. 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.