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MARSH AGAIN RECOGNIZED BY J.D. POWER FOR CUSTOMER SERVICE EXCELLENCE
Insurance Broker Receives Sixth Certification from J.D. Power Associates
NEW YORK, April 15, 2009 — Marsh Global Consumer in the U.S. has received its sixth J.D. Power and Associates Call Center Certification in 2008 for providing "An Outstanding Customer Service Experience." The newest certification was received by the Marsh Private Client Services Las Vegas Service Center, which joins five other product categories in capturing this honor, including Life & Health Affinity Services, Auto & Home Choice Services, Voluntary Benefit Services, Sponsored Program & Franchise Insurance Services, Professional Liability Insurance Services. Marsh Global Consumer was the first insurance broker in the United States to ever win this recognition.
"In achieving certification, Marsh Private Client Services has demonstrated its clear commitment to customer service,” according to J.D. Power and Associates. “Call center customers are particularly pleased with the general call center operations, as well as the courtesy and concern of the customer service representatives."
After a comprehensive audit and survey process, J.D. Power and Associates has designated Marsh Private Client Services as a J.D. Power and Associates Certified Call Center that provides "An Outstanding Customer Service Experience." Marsh remains the first U.S. insurance broker to receive this designation. J.D. Power and Associates conducts independent and unbiased surveys of customer satisfaction, product quality, and buyer behavior for industries ranging from cars to telecommunication services.
To become certified, the Marsh Global Consumer call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, J.D. Power and Associates conducted a random survey of Marsh Global Consumer customers who recently contacted the call centers.
"The J.D. Power certifications are testimony to the leadership and the operational excellence that is exemplified by our business, and is a harbinger of our future growth and market prowess," said Henry S. Allen, president & CEO of the Marsh Global Consumer business. “We place great value on the delivery of expert customer service and we will continue to invest in the people, systems, and processes that deliver meaningful innovation and value to best serve our clients."
Marsh Global Consumer designs, sells, implements and administers insurance-related risk management and financial service programs that generate revenue, promote loyalty, reduce costs, and increase efficiency for sponsoring clients. These programs deliver vision, value, convenience, choice, and innovation to consumers and small businesses worldwide. Marsh professionals in this business provide consulting, broking, product and program design, marketing, and program management and administration services to individual clients and sponsoring organizations. Clients include employer groups, associations, financial institutions, membership organizations, corporate and other product and service providers. Through sophisticated, data-driven marketing strategies, Marsh Global Consumer expands customer access and program utilization, delivering increased security and asset protection on behalf of clients to consumers worldwide 1-2-1 To Many.
Marsh has 24,000 employees and provides advice and transactional capabilities to clients in over 100 countries. Marsh is one of the operating companies of Marsh & McLennan Companies (MMC), a global professional services firm with more than 55,000 employees and annual revenue exceeding $11 billion. MMC also is the parent company of Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; Oliver Wyman, the management consultancy; and Kroll, the risk consulting firm. MMC's stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges. MMC's Web site is www.mmc.com. The ConsumerConnexions Web site is: www.globalconsumerconnexions.com.
For J.D. Power and Associates Certified Call Center ProgramSM information, please visit www.jdpower.com.
Media Contacts
Fanette Singer
312-627-6194
Al Modugno
212-345-2448
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