MetLife Website Gains Top Spot and Earns Excellent Customer Respect Award

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The Customer Respect Group reviews insurance industry websites twice a year using a demanding set of criteria to maintain an objective benchmark on which sites are most likely to satisfy customer requirements. MetLife came top and also qualified for the prestigious ‘Excellent Customer Respect’ Rating.

The Customer Respect Group is pleased to announce that MetLife qualified for the prestigious ‘Excellent Customer Respect’ Rating, coming out on top of all insurance industry websites. The review was part of a broad-based industry study of the leading 30 websites. This award comes in the face of an increasingly high standard as websites have become integral to business strategy within the industry.

Consumers are demanding and assuming greater control over the selection of products and services across all industries and financial services are not immune. Websites are now a vital component of a multi-channel experience for consumers.

The highlighted features of MetLife site (http://www.metlife.com) include:

A broad range of content arranged logically, consistent with consumer demands and requirements. The site allows and encourages the consumer to view information without ever feeling they might be missing key information elsewhere in the site.

An excellent set of self-service tools and calculators allowing the consumer to understand products, services and costs at a much more practical level.

An uncluttered, very intuitive feel with consistent navigation. The consumer is able to explore content without becoming lost or confused.

An impressive range of options to engage with the company, which clearly welcomes and encourages dialogue. The combination of immediately available options and a clear path to an offline representative offer the consumer control over advancing the dialogue.

Terry Golesworthy, president of The Customer Respect Group, says “To satisfy the new generation of empowered consumers, companies must provide websites and tools to allow them to research, learn, choose and engage at their own pace. MetLife provides logical and layered content that will satisfy consumers at many stages of interest. The website has achieved the difficult objective of being consumer rather than company-centric and is a clear leader.”

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Terry Golesworthy

Mark Crowley

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