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Prudential Increases Customer Satisfaction Score in 2019

Posted January 17, 2020 at 11:58 am



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Prudential Overall Supply, Irvine, CA, recently announced its 2019 customer satisfaction index (CSI) score. The score is measured through the company’s customer visitation (CV) process. The CV occurs with a face-to-face meeting with each reviewed customer. The CV rates each customer service touch-point, according to a news release.

“The CV process is our way to better connect to our customers’ requirements, and to verify that we are delivering the customer service experience that we have promised,” said Prudential’s Chairman of the Board Dan Clark. “I personally spend nearly a third of the year conducting CV’s with our management team. It is the most enjoyable part of my year, and it is the time I learn the most about our business.”

Conducting 10,089 face-to-face customer visitations, Prudential achieved a CSI rating of 4.49 on a five-point scale, increasing from a 4.43 the previous year. The company remains committed to improving on this rating in 2020, the release said.