Jackson National Life Insurance Company® (Jackson®), a leading subsidiary of Jackson Financial Inc.1 (NYSE: JXN), has recently been honored with the “Highest Customer Service — Financial Industry” award for achieving the highest first-call resolution rating in the market in 2023, as recognized by Service Quality Measurement Group, Inc. (SQM). Additionally, Jackson’s exceptional service has earned it the Call Center World Class First Call Resolution Certification, acknowledging an impressive 80 percent or higher rate of resolving customers’ issues on the first call.
“We are grateful to be recognized once again with these awards from SQM,” expressed Dev Ganguly, Executive Vice President and Chief Operating Officer at Jackson. “At Jackson, we prioritize customer experience, leveraging technology and associate training to foster a customer-centric environment in our contact center. We are proud of our employees for providing award-winning service, furthering our mission of helping more Americans achieve financial freedom for life.”
SQM’s awards are based on call center customer feedback, evaluating satisfaction with the customer service representative and resolution of the call. Feedback is gathered from both customers contacting Jackson and employees working in the contact center. SQM benchmarks over 500 leading North American contact centers annually, with the 2023 awards reflecting studies conducted from Jan. 1, 2023, to Dec. 31, 2023.
“We wish to congratulate Jackson for their remarkable achievement in winning the SQM award for Highest Customer Service — Financial Industry and for their ability to consistently deliver world-class service to their customers,” said Nader Ghattas, Chief CX Officer, SQM Group. “For over 15 years, Jackson has continuously achieved award-winning, world-class performance across the more than 500 contact centers we benchmark annually — a truly remarkable accomplishment.”
ABOUT JACKSON
Jackson® (NYSE: JXN) is dedicated to simplifying retirement planning for financial professionals and their clients. Through a range of annuity products, financial expertise, award-winning service*, and streamlined experiences, Jackson aims to reduce the complexity that often accompanies retirement planning. Taking a balanced, long-term approach, Jackson serves all stakeholders responsibly, including customers, shareholders, distribution partners, employees, regulators, and community partners. By providing clarity today, Jackson aims to drive better outcomes tomorrow. For more information, visit www.jackson.com.
*SQM (Service Quality Measurement Group, Inc.) Contact Center Awards Program Highest Customer Service for the Financial Industry is based on having the highest first call resolution rating in the Financial Industry/sector. (To achieve world-class certification, 80% or more of call-center customers surveyed must have responded that their call was resolved in one call and 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).
1Jackson 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.
