Quality Assurance: Customer Satisfaction
We want to know how well we meet your needs. We use these tools to measure and communicate the satisfaction of our clients.
Service Excellence Dashboard
Our Service Excellence Dashboard is the centerpiece of our service excellence commitment. Through this Web-based tool, clients rate and report on our services in real time, providing an immediate and highly visible means of tracking our performance globally.
Voice of the Client
Customers use our Voice of the Client survey to recognize outstanding service or to raise issues that need attention. As part of the Service Excellence Dashboard, HR leaders provide feedback on criteria such as innovation, business performance, partnership and strategic compatibility.
Customer Satisfaction Surveys
These surveys automatically gather information from our clients’ employees, retirees and participants to help us understand how well we’re delivering accurate, efficient and personalized service. Survey results are a critical resource for evaluating call center service quality and driving customer-focused changes.