Why MetLife Invests in the J.D. Power Process: We Care Deeply for our Customers
J.D. Power certification is a respected certification that is well-recognized by both the business sector and the public. To qualify for certification, MetLife must meet or exceed J.D. Power’s rigorous metrics and high standards. Throughout the certification process, MetLife receives continuous feedback that helps improve internal processes and further elevate the customer service experience.
J.D. Power certification highlights MetLife’s commitment to stellar customer service and the outstanding work of our highly-trained Call Center associates. It allows us to celebrate their talent and publicly acknowledge their skills in building customer trust.
The J.D. Power Certification Process: Rigorous, Lengthy, and Detailed
The J.D. Power certification process is divided into three components:
- Operational Benchmarking Questionnaire (OBQ). Once completed, the 70+ question questionnaire is submitted to J.D. Power, which benchmarks the Call Center’s metrics against those of our competitors.
- Consultant On-Site Performance Assessment (COPA). During the 4-day on-site performance assessment, two J.D. Power consultants review MetLife’s procedures and processes to ensure that we are delivering the best quality customer service. Everyone from top management to new associates is interviewed during this phase.
- Customer Satisfaction Survey. Two hundred MetLife customers fill out the 30+ question customer satisfaction survey, which dives into their experiences with the Call Center. Only about 20% of companies that attempt to complete this survey receive a passing score.
Not only is certification a way to gather insightful metrics, the process, in and of itself, helps MetLife’s RIS Call Center reach greater heights of customer service, and provide customers with a positive, memorable experience.
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At MetLife, customer service is not a term we throw around lightly; it is a commitment we strive to excel at every day in every facet. Our RIS Call Center spends all year preparing for the certification process.
J.D. Power certification is selective and a seal of assurance that customers get the answers, knowledge, and prompt attention they need and deserve – every time they call. Whether it’s an employee receiving a pension or a claimant with a structured settlement, MetLife is here to support with our industry-leading customer service.