PEMCO recognized for third straight year by J.D. Power and Associates
Certification recognizes PEMCO's outstanding customer service
SEATTLE – For the third year in a row, PEMCO Insurance has been recognized for its commitment to "An Outstanding Customer Service Experience" by J.D. Power and Associates' Call Center Certification program.
J.D. Power and Associates said its survey results clearly highlight PEMCO's commitment to superior customer service, and that PEMCO remains remarkable in exceeding the average survey results.
"This is great affirmation that we're delighting our customers," said Jon Osterberg, PEMCO spokesperson. "It reflects our 'relationship' business model. We want customers to choose PEMCO not only for great products, but because they believe we'll take care of them like no one else can."
J.D. Power and Associates' surveys took place from Nov. 12 – 27, 2007, and involved more than 400 random callers who phoned PEMCO's service call center.
For certification status, a call center must also perform within the top 20 percent of customer service, which is based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The criteria include evaluation of courtesy, knowledge, concern for the customer, usefulness of the information provided, convenience of operating hours, ease of reaching a representative, and timely resolution.
"As good as these survey results are, we'll continue to work at making them better," said Osterberg. "Our goal is to make these wonderful J.D. Power and Associates findings an ongoing, annual event."
In 2004, J.D. Power and Associates' Call Center Certification program was launched to help call centers increase efficiency and effectiveness by establishing best practices for handling service calls.
About PEMCO Insurance
PEMCO Insurance, established in 1949, is a Seattle-based provider of auto, home, boat, life, and umbrella insurance to Washington state residents. PEMCO Insurance is sold by community agents throughout the state and through PEMCO offices. For more information, visit www.pemco.com.