MetLife serves approximately 100 million customers in more than 40 countries around the world. We provide our customers with security and freedom from financial worries, no matter what happens in their lives. We listen closely to our customers and shape our products and services to fulfill their needs. Our customers turn to us in some of their most difficult moments, so being easy to work with is one of our highest priorities.
In 2015 and 2016, we embarked on a massive effort to listen to the perspectives of our customers and potential customers. We gathered quantitative information from over 58,000 individuals about their relationship with MetLife and how we are performing compared to competitors. We also had conversations in diverse countries, such as Chile, China, Japan, Korea, Mexico, Poland, United Arab Emirates, and the United States. We heard that customers want:
A simple, easy way to interact with our products
To feel that we are on their side and have their best interests at heart
Expert guidance to help navigate life’s critical moments
Flexible coverage that meets their needs at different life stages.
World-Class Customer Service
Our commitment to our customers goes beyond developing products. We’re also focused on providing the best possible customer service experience. Our Customer Solutions Center helps customers every day of the year, often at the most trying times in their lives. The MetLife Customer Solutions Center handles about 30 million calls per year, and employs 2,200 customer service representatives and sales agents dedicated to providing customers with the best experience.
In 2016, J.D. Power recognized MetLife’s Retirement and Income Solutions Contact Center for providing “An Outstanding Customer Service Experience” in our Live Phone Channel. As part of its evaluation, J.D. Power conducted a detailed audit of more than 100 practices.
Measuring Our Performance
MetLife aims to provide exemplary service at every point of contact. We measure our success using net promoter scores (NPS). In 2016, MetLife implemented a 360-degree customer feedback system called NPS 360 to collect NPS data. This system has four components:
Transactional NPS (tNPS) helps fix customer issues at the transactional level.
Relationship NPS (rNPS) helps enhance the customer-employee relationship.
Employee NPS (eNPS) measures employee engagement.
Competitive NPS (cNPS) provides a benchmark, competitive comparisons, guidance for strategic decisions, and the ability to set goals.