Jackson Receives Highest Customer Service Ranking in Financial Industry for 11th Consecutive Year
March 09 2023 - 4:05PM
Business Wire
Recognized with Four Awards from SQM for
Excellence in Contact Center Service in 2022, Including “Call
Center of the Year” Finalist
Jackson National Life Insurance Company (Jackson®), the main
operating subsidiary of Jackson Financial Inc.1 (NYSE: JXN), was
recognized with four awards from Service Quality Measurement Group,
Inc. (SQM)2 for excellence in contact center service in 2022. In
addition to earning the “Highest Customer Service — Financial
Industry” award for achieving the highest first-call resolution
(FCR) score in the market, Jackson was also named a “Call Center of
the Year Finalist” for receiving high ratings in customer and
employee experience among a field of over 500 leading international
contact centers.
“It’s an honor to once again receive this recognition from SQM,
which is a testament to the dedication of Jackson’s contact center
associates to consistently deliver the world class service
Jackson’s customers deserve and have come to expect,” said Laura
Hanson, Senior Vice President of Operations at Jackson.
“Exceptional customer service remains critical to Jackson’s mission
and long-term strategy of helping more Americans approaching
retirement achieve financial freedom for life, and these awards
demonstrate our continued commitment to providing best in class
service to our customers.”
Jackson’s outstanding service also earned it the Call Center
World Class First Call Resolution Certification, which recognizes
an 80 percent or higher rate of solving customers’ issues on the
first call. In addition, Jackson received high marks from its
associates with its ninth World Class Employee Experience award,
which is based on 50 percent or more of employees rating their
overall experience working in the contact center as “very
satisfied.”
“SQM is extremely proud of the outstanding world class
performance that Jackson has achieved,” said Nader Ghattas, Chief
CX Officer, SQM Group. “Over the past eight years, Jackson has
consistently either won, or been a finalist for the Call Center of
the Year Award, which recognizes the top three of the more than
five hundred contact centers that we benchmark annually. We wish to
congratulate them on this truly outstanding performance.”
SQM’s awards recognize top performance based on customer
feedback on his or her service experience when calling the call
center, including satisfaction with the customer service
representative and resolution of the call. Feedback comes from the
customers who contacted Jackson as well as employees who work in a
contact center. SQM benchmarks more than 500 leading North American
contact centers annually and has conducted benchmarking studies
since 1996. The 2022 awards are based on studies from Jan. 1, 2022
to Dec. 31, 2022.
ABOUT JACKSON
Jackson® (NYSE: JXN) is committed to helping clarify the
complexity of retirement planning—for financial professionals and
their clients. Through our range of annuity products, financial
know-how, history of award-winning service* and streamlined
experiences, we strive to reduce the confusion that complicates
retirement planning. We take a balanced, long-term approach to
responsibly serving all our stakeholders, including customers,
shareholders, distribution partners, employees, regulators and
community partners. We believe by providing clarity for all today,
we can help drive better outcomes for tomorrow. For more
information, visit www.jackson.com.
*SQM (Service Quality Measurement Group) Contact Center Awards
Program for 2004 and 2006-2022, for the financial services industry
(To achieve world-class certification, 80% or more of call-center
customers surveyed must have rated their experience as very
satisfied, the highest rating possible).
Jackson® is the marketing name for Jackson Financial Inc.,
Jackson National Life Insurance Company® (Home Office: Lansing,
Michigan) and Jackson National Life Insurance Company of New York®
(Home Office: Purchase, New York).
1 Jackson Financial Inc. is a U.S. holding
company and the direct parent of Jackson Holdings LLC (JHLLC). The
wholly-owned direct and indirect subsidiaries of JHLLC include
Jackson National Life Insurance Company, Brooke Life Insurance
Company, PPM America, Inc. and Jackson National Asset Management,
LLC.
2 SQM, Highest Customer Service for
Financial Industry, 2022, Call Center of the Year Finalist, 2022,
Call Center World Class FCR Certification, 2022, World Class
Employee Experience, 2022
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Patrick Rich patrick.rich@jackson.com
Jackson Financial (NYSE:JXN)
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