MassMutual Retirement Services Continues to Make Doing Business Easy and Seamless for Its Clients

SPRINGFIELD, Mass., Jan. 14, 2011 /PRNewswire/ -- According to the Corporate Executive Board's (CEB) Customer Contact Council (CCC) survey conducted in the spring of 2010, MassMutual continues to make doing business as easy and effortless as possible for its retirement plan participants. Among financial services companies surveyed, MassMutual scored the best in Customer Service Satisfaction, Likelihood to Recommend and Likelihood to Repurchase.

The CEB CCC survey revealed that, for customers doing business with MassMutual Retirement Services Division's call centers, the experience was significantly easier than clients expected. Customers rated MassMutual 6.2 vs. the benchmark of 4.9 (7=strongly agree, 1=strongly disagree). CEB's CCC established a benchmark, or average, by surveying over 31,000 respondents across 11 companies, four of which were financial services companies.

In addition to making callers' experiences with MassMutual better than expected, the MassMutual call center received an overall satisfaction score of 8.31 out of 9 (9=very satisfied, 1=very dissatisfied).

CEB's CCC conducts extensive and ongoing research on loyalty in the service channel and has determined that reducing customer effort is the most effective method for maintaining customer loyalty. For more than five years, CEB's CCC has offered best practice insights, proprietary data and tools, and advisory services that upend conventional wisdom and change the way heads of customer service/support address both long-standing and emerging business challenges.

"Customer service is a top priority and MassMutual is constantly improving our processes to ensure a positive overall customer service experience. We pride ourselves on our 'first contact resolution' results and are very pleased that our customers feel that MassMutual is easy to do business with," says Mike McKenzie, corporate vice president and head of operations for MassMutual's Retirement Services Division. "Our philosophy of continuous improvement is part of MassMutual's culture and it's gratifying to see such favorable results in this survey," adds McKenzie.

For more information about MassMutual Retirement Services, please contact your retirement plan advisor or contact MassMutual at 1-866-444-2601.

About MassMutual

MassMutual's Retirement Services Division has been serving retirement plans for more than 60 years. It offers a full range of products and services for corporate, union, nonprofit and governmental employers' defined benefit, defined contribution and nonqualified deferred compensation plans. It serves approximately 1.2 million participants.

Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders.  The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term.

MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) [of which Retirement Services is a division] and its affiliated companies and sales representatives. MassMutual is headquartered in Springfield, Massachusetts and its major affiliates include: Babson Capital Management LLC; Baring Asset Management Limited; Cornerstone Real Estate Advisers LLC; The First Mercantile Trust Company; MassMutual International LLC; MML Investors Services, member FINRA and SIPC; OppenheimerFunds, Inc.; and The MassMutual Trust Company, FSB.

For more information, visit massmutual.com.

SOURCE MassMutual Retirement Services

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