Customer Service Satisfaction
Our dedication to exemplary service wouldn't mean much if our
customers weren't satisfied - and loyal.
Fortunately, our focus on delivering quality service to our
clients makes a difference - and you can see it reflected in the
Nippon Life Benefits Customer Service and Satisfaction Survey for
2010. A few key examples are:
- The goal for processing medical and dental claims is 85% within
10 working days. Our result -- 91%!
- Employees and Employer groups give us high marks on our
Customer Service Staff.
- Employees give us high marks in the "Service received was
courteous and caring" category.
Nippon Life Benefits also received high percentages for topics
such as easy-to-understand communications, accuracy in handling
transactions, and prompt response time.
It all adds up to customer satisfaction and retention. And we're
not satisfied unless our customers are.
|
Subject
|
Goal
|
2010 Results
|
|
Medical & Dental Claim Payments
|
|
Timing
|
85% in 10
working days
|
91.0%
|
|
Quality
(financial)
|
99%
|
99.5%
|
|
Customer Service Line - Benefit Verification and
Utilization Review
|
|
Average
speed of answer
|
35
seconds
|
29
seconds
|
|
Employer's Survey
(percentage who answered Strongly Agree or Agree)
|
|
|
|
2010 Results
|
|
Overall
satisfaction
|
94.9%
|
|
Easy-to-understand communications
|
96.4%
|
|
Employee's Survey
(percentage who answered Strongly Agree or Agree)
|
|
Overall
satisfaction
|
91.7%
|
|
Telephone
calls answered promptly
|
93.2%
|