Genworth won a 2012 Life Insurance Service Award from DALBAR a financial services market research and consulting firm, for the second consecutive year. The award is based on systematic testing of customer service throughout the year.
DALBAR says it conducts thousands of tests to measure how financial companies respond to the need for service from their customers. Companies that exceed a variety of industry benchmarks after one year of testing earn the award.
Two service attributes differentiate Genworth from the industry at large, says DALBAR. Genworth representatives demonstrate a high degree of professionalism when speaking with policyholders in more than 96 percent of the service experiences evaluated (industry average is 32 percent).
Genworth representatives also understand that a conversation can require a detailed answer regarding a particular client’s policy. The representatives are adept at re-capping important information discussed in the call more than 80 percent of the time (industry average is 55 percent). DALBAR adds.
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