That’s Outreach: POS’ 10K+ Customer Interviews
Prudential Overall Supply (POS), Irvine, CA, recently announced its customer satisfaction index (CSI) score for 2016.
The score is measured through the company’s customer visitation (CV) process. The CV involves a face-to-face meeting where each customer rates the company’s service.
“The CV process is our way to better connect to our customers’ requirements and to verify that we are delivering the customer service experience we have promised,” said Prudential 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.”
Conducting 10,894 face-to-face CVs, Prudential achieved a CSI rating of 4.29 on a five-point scale in 2016, which was an increase from 4.26 in 2015. The company remains committed to improving on this rating in 2017, the release said.