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 satisfaction eight times 1. 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 2.
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 www.sqmgroup.com. 1 Service Quality Management, Call Center World Class Certification, 2004 and 2006-2012 2 Service Quality Management, Highest Customer Satisfaction by Industry – Financial, 2004 and 2006-2012 About Jackson National Life Insurance Company With $129.9 billion in assets (IFRS)*, Jackson National Life Insurance Company (Jackson) is a leading provider of retirement solutions. The company sells variable, fixed and fixed index annuities, and institutional products. Through its affiliates and subsidiaries, Jackson also provides asset management and retail brokerage services. Jackson markets its products in 49 states and the District of Columbia through independent and regional broker-dealers, wirehouses, 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. For more information, visit www.jackson.com . *Jackson has $129.9 billion in total IFRS assets and $119.0 billion in IFRS policy liabilities primarily set aside to pay future policyowner benefits (as of 6/30/12). 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.