For over two decades,
Important service attributes that dramatically and clearly differentiate these firms from the industry at large include:
- When call center representatives at these firms initially engage clients, they make a positive first impression by showing sincere appreciation for their business more than 90% of the time. This compares to an industry average of 61%.
- Understanding the importance of leaving a lasting impression with clients, these firms excel at adding value beyond the initial requests. This is found more than 80% of the time, compared to the industry average of 55%.
- Consistency in delivering at a superior level. This award was first introduced 15 years ago and
New York Lifehas earned it 13 times, Pacific Life and Prudential Financial, 12 times, AXA Equitable-Equivest, 8 times, SunAmerica Annuity and Life Assurance Company, 6 times and Genworth has earned it 4 times.
"These firms recognize that consistent attention to customer service helps secure loyalty during weak economic times", said
The award is based on systematic testing of customer service throughout the year.
Kathleen Whalen617.723.6400 KWhalen@DALBAR.com
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