Prudential’s Customer Satisfaction Score Rises in 2017

Posted January 18, 2018 at 6:14 pm



Prudential Overall Supply, Irvine, CA, recently announced its 2017 customer satisfaction index (CSI) score. Conducting 11,875 face-to-face customer visitations, Prudential achieved a CSI rating of 4.40 on a 5-point scale, increasing from a 4.29 the previous year, according to a news release.

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.

“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 CVs 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.”

The company remains committed to improving on this rating in 2018, the release noted.

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