According to new customer survey data, the Retirement Services Division of MassMutual Financial Group achieved record-high satisfaction levels for 2009 across the largest drivers of client satisfaction, including administrative services and employee education.
The data is derived from Springfield-based MassMutual’s full-year 2009 proprietary customer satisfaction survey, conducted by Chatham Partners, of more than 400 MassMutual plans across all plan types.
Questions were rated on a 7-point scale in which "7" represents the highest score of "very satisfied" and "1" represents "very dissatisfied." More than 88 percent of clients rated MassMutual a "6" or "7" for "processing employee transactions," and the percentage of clients who believe MassMutual’s service has remained steady or improved is at an all-time high level of 94 percent.
MassMutual earned its highest "overall impressions" ratings in the areas of "data protection," "financial strength," and "offering a full range of services." Client loyalty and retention are also at their all-time highest levels, according to a statement.
One hundred percent of MassMutual’s Taft-Hartley clients rated MassMutual a "6" or "7" in "offers good value for the money," "would highly recommend to colleagues," "personnel," "processing of employee transactions," and "investment options and performance." MassMutual has been serving the Taft-Hartley market for more than 30 years and continues to commit significant resources to serving its Taft-Hartley clients and plan members.
"The results suggest that MassMutual is clearly listening to its customers, and the resulting all-time-high customer satisfaction scores are indicative of their success in this regard," said Joshua Dietch, managing director, Chatham Partners.
"Here at MassMutual, we believe customer satisfaction is the responsibility of every employee," said Elaine Sarsynski, executive vice president and head of MassMutual’s Retirement Services Division. "Whether you are a plan sponsor, a retirement plan advisor, a TPA, or a participant, MassMutual wants to make it easy for you to do business with us."
