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New York, NY, December 14, 2023 – The Guardian Life Insurance Company of America® (Guardian), has once again been recognized by J.D. Power in its Certified Customer Service Program. In particular, this year’s recognition highlights the performance of Guardian Individual Life Contact Center, which has been certified by J.D. Power for the past 6 years.
“J.D. Power is the standard bearer for customer service, and their rigorous certification process makes it even more impressive that the team continues to be recognized year after year,” said Kristie Sells, Head of Enterprise Customer Service at Guardian, “Thirteen years for Guardian overall is an amazing accomplishment. This prestigious recognition shows our commitment to our customers. We strive to elevate experiences, inspire well-being, and create wow moments during each customer interaction.”
J.D. Power, a global leader in consumer insights and data analytics, employs a rigorous process to determine certification. J.D. Power uses a comprehensive survey that measures customer satisfaction, operational excellence, loyalty, and advocacy for the assisted phone channel and the interactive voice response (IVR) routing. J.D. Power also conducts staff interviews, an onsite evaluation, and compares operations to dozens of established best practices across more than 20 categories that drive operational excellence and customer satisfaction. Companies must meet a cross-industry-derived customer satisfaction benchmark for excellence and be compliant with the operational evaluation standards in order to earn certification.
The J.D. Power Certification adds to a long list of recognitions for Guardian. Learn more at: https://www.guardianlife.com/about-guardian/customer-service-awards