MassMutual's Service Boosts Customer Loyalty, Satisfaction

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Company receives award for service excellence.

Best Performance Leveraging the Customer Experience as a Strategic Business Driver.

Massachusetts Mutual Life Insurance Company (MassMutual) today announced that its U.S. Insurance Group customer service center has earned the 2008 CustomerSat Achievement in Customer Excellence (ACE) Award from MarketTools, Inc. for exceptional customer service satisfaction.    

The award is designed to demonstrate an organization's rigorous use of customer feedback processes, outstanding performance as measured by those processes, proven success in customer satisfaction and loyalty, and recognition of a team by its customers. Less than 3% of all surveys conducted with CustomerSat met the criteria to qualify for a 2008 ACE Award.

"As a financial services organization dedicated to helping our customers make good decisions, excellent customer service is a key part of the MassMutual strategy. To honor our promises to policyholders, we manage our daily activities based on customer feedback and satisfaction," said Michael Fanning, executive vice president of MassMutual's U.S. Insurance Group. "We use advanced technologies and proven processes and techniques to deliver first-rate customer service. This award recognizes our commitment in this area and further drives us to meet and surpass customer experience expectations."

MassMutual's customer service center is staffed with dedicated professionals trained to deliver a high quality service experience to customers. They provide support with various aspects of financial protection through insurance policy servicing, cash distributions, policy values, assistance with claims, and more.

"We are delighted to recognize MassMutual for its commitment to achieving the highest levels of customer satisfaction," said John Chisholm, executive VP of MarketTools and general manager of the CustomerSat business. "Other measures come and go, but satisfaction is the most enduring and consistent predictor of customer loyalty, which translates into revenue and long-term profitability. The CustomerSat ACE Award validates MassMutual's ability to deliver on its promise to customers."

Earlier this year, MassMutual's Retirement Services Call Center earned two 2008 Annual Call Center Excellence Awards sponsored by the International Quality & Productivity Center (IQPC). MassMutual earned the top award for "Best in Class Call Center" category (50 to 200 Seats) and was named a runner up for "Best Performance Leveraging the Customer Experience as a Strategic Business Driver."

Survey Methodology
CustomerSat partners with companies worldwide to help measure the level of service and quality delivered to their clients. Results from MassMutual's transactional satisfaction survey show an extremely satisfied client base. The survey has been in effect since January 2008, with over 14,000 surveys administered through October 31. CustomerSat ACE Awards may be won by companies, business units, or segments of a business. The customer feedback on which awards are based must be representative of the entire business, business unit or business segment to which the award applies. To apply for an ACE Award, clients must complete an application form and have conducted one or more customer satisfaction surveys during the calendar year for which the Award is given. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period this year. CustomerSat ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of customers or representative sampling with specified minimum confidence levels and maximum margins of error. For detailed information about award criteria and scope, please visit:

About MassMutual:
MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. MassMutual and its subsidiaries had more than $500 billion in assets under management at year-end 2007. Assets under management include assets and certain external investment funds managed by MassMutual's subsidiaries.

Founded in 1851, MassMutual is a mutually owned financial protection, accumulation and income management company headquartered in Springfield, Mass. MassMutual's major affiliates include: OppenheimerFunds, Inc.; Babson Capital Management LLC; Baring Asset Management Limited; Cornerstone Real Estate Advisers LLC; The First Mercantile Trust Company; MML Investors Services, Inc., member FINRA and SIPC ( and; MassMutual International LLC and The MassMutual Trust Company, FSB. MassMutual is on the Internet at

About MarketTools:
MarketTools is the leading technology and solutions provider of Customer Insight Management solutions for the world's market leaders. Through a unique combination of best-in-class research platforms, quality-assured global panels and research innovation, MarketTools enables companies to better identify new opportunities, fuel greater product success and build customer advocacy. As the first company to make online surveys widely available on the web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools' premier portfolio of technology-based insight brands includes Zoomerang™, zTelligence™, CustomerSat™, TrueSample™, Insight Networks™, Idea Networks™ and ZoomPanel™.

MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London. For more information, please visit:

Paula Tremblay
(413) 744-0885
ptremblay (at)


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