Customer Service Satisfaction

Our dedication to exemplary service wouldn't mean much if our customers weren't satisfied - and loyal.

Fortunately, our focus on delivering quality service to our clients makes a difference - and you can see it reflected in the Nippon Life Benefits Customer Service and Satisfaction Survey for 2010. A few key examples are:

  • The goal for processing medical and dental claims is 85% within 10 working days. Our result -- 91%!
  • Employees and Employer groups give us high marks on our Customer Service Staff.
  • Employees give us high marks in the "Service received was courteous and caring" category.

Nippon Life Benefits also received high percentages for topics such as easy-to-understand communications, accuracy in handling transactions, and prompt response time.

It all adds up to customer satisfaction and retention. And we're not satisfied unless our customers are.

Subject

Goal

2010 Results

Medical & Dental Claim Payments

Timing

85% in 10 working days

91.0%

Quality (financial)

99%

99.5%

Customer Service Line -  Benefit Verification and Utilization Review

Average speed of answer

35 seconds

29 seconds

Employer's Survey
(percentage who answered Strongly Agree or Agree)

 

 

2010 Results

Overall satisfaction

94.9%

Easy-to-understand communications

96.4%

Employee's Survey
(percentage who answered Strongly Agree or Agree)

Overall satisfaction

91.7%

Telephone calls answered promptly

93.2%