MassMutual Earn CustomerSat Achievement in Customer Excellence (ACE) Award

The award is designed to demonstrate an organization's rigorous use of customer feedback processes, outstanding performance as measured by those processes, proven success in customer satisfaction and loyalty, and recognition of a team by its customers.

Less than 3% of all surveys conducted with CustomerSat met the criteria to qualify for a 2008 ACE Award.

"As a financial services organization dedicated to helping our customers make good decisions, excellent customer service is a key part of the MassMutual strategy. To honor our promises to policyholders, we manage our daily activities based on customer feedback and satisfaction," said Michael Fanning, executive vice president of MassMutual's U.S. Insurance Group. "We use advanced technologies and proven processes and techniques to deliver first-rate customer service. This award recognizes our commitment in this area and further drives us to meet and surpass customer experience expectations."

MassMutual's customer service center is staffed with dedicated professionals trained to deliver a high quality service experience to customers. They provide support with various aspects of financial protection through insurance policy servicing, cash distributions, policy values, assistance with claims, and more.

"We are delighted to recognize MassMutual for its commitment to achieving the highest levels of customer satisfaction," said John Chisholm, executive VP of MarketTools and general manager of the CustomerSat business. "Other measures come and go, but satisfaction is the most enduring and consistent predictor of customer loyalty, which translates into revenue and long-term profitability. The CustomerSat ACE Award validates MassMutual's ability to deliver on its promise to customers."

Earlier this year, MassMutual's Retirement Services Call Center earned two 2008 Annual Call Center Excellence Awards sponsored by the International Quality & Productivity Center (IQPC). MassMutual earned the top award for "Best in Class Call Center" category (50 to 200 Seats) and was named a runner up for "Best Performance Leveraging the Customer Experience as a Strategic Business Driver."

About MassMutual

MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. MassMutual and its subsidiaries had more than $500 billion in assets under management at year-end 2007. Assets under management include assets and certain external investment funds managed by MassMutual's subsidiaries. www.massmutual.com. CustomerSat info: www.customersat.com.
 

 Read more customer service news