"What is most gratifying about J.D. Power and Associates' certification is that their focus is on the most important service measure of all: the voice of the consumer," said Brett Browchuk, senior vice president of CIGNA HealthCare Service Operations. "We have made informed, constructive, results-oriented consumer engagement a strategic priority for our health services organization. By surveying thousands of CIGNA HealthCare members about their service call experience, J.D. Power and Associates is able to precisely and objectively measure how well we are delivering essential service information to our customers"
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is
an ISO 9001-registered global marketing information services firm operating
in key business sectors including market research, forecasting, performance
improvement, training and customer satisfaction. The firm's quality and
satisfaction measurements are based on responses from millions of consumers
annually. For more information on car reviews and ratings, car insurance,
health insurance, cell phone ratings, and more, please visit JDPower.com.
J.D. Power and Associates is a business unit of The McGr
|SOURCE J.D. Power and Associates|
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