ST. JOHN'S, NL, Jan. 15 /CNW/ - Johnson Inc., a leading provider of home
and auto insurance and group benefits, is pleased to announce that it was
recently recognized as the world's top customer management organization by
CMAT(TM) is the Customer Management Assessment Tool, and is the world's
leading diagnostic and benchmarking tool in the field of customer relationship
management (CRM) and Customer Experience Management (CEM). It is the only
truly global benchmark of real organizational competence in this field, and
has a ten-year track record of helping businesses improve their customer focus
and customer management practices - across sectors and in every major
QCi Assessment Ltd., the consulting and CRM firm owned by the leading
direct marketing agency OgilvyOne Worldwide London recently recognized
Johnson Inc. as the new top-scorer in its CMAT(TM) database of over
750 blue-chip organizations from around the world.
Ken Bennett, President of Johnson Inc. said, "At Johnson we are always
focused on providing the best in customer service. This service commitment
extends throughout our organization from our front line employees to our
senior management and is a key consideration in everything we do. We are
pleased to report that in our recent assessment Johnson received a score of
75%, which is the first CMAT score over 70% awarded anywhere in the world. In
receiving this score, Johnson has been recognized as having world leading
customer service and management practices."
Peter Lavers, lead assessor, said: "In all the CMAT assessments I have
conducted, I have never seen a company consistently deliver such a
competition-beating customer experience, whilst also maintaining discipline in
its underwriting AND being a fantastic place to work. Johnson is a company
that truly places the customer at the heart of everything it does."
The team at Johnson Inc. has been working hard in the period since its
first assessment to build on the great base it had already established to
really excel in Customer Experience Management. To put Johnson Inc.'s score of
75% in context, the average CMAT(TM) score stands at 36%, and the previous
best stood at 68%, underlining the fact that CMAT(TM) is a tough benchmark.
This score places Johnson Inc. at the top of customer management
performance, surpassing some of the most well recognized and respected brands
in the world in terms of its customer focus and service delivery.
According to Paul Weston, co-founder of QCi and Product Executive for
CMAT(TM): "The CMAT score has a very high correlation with business
performance, so it is not surprising to find that Johnson outperforms its
competitors in the Canadian Insurance industry in all the key business growth
and industry standard metrics."
Underpinning this achievement is a truly phenomenal score of 91% in the
crucial People & Organization section of CMAT(TM) (which has the proven
highest sectional correlation to business performance).
The assessment not only recognizes Johnson Inc.'s current practices, but
also credits its plans to further improve its customer experience and
supplement these plans with some recommendations for further improvement
derived from best practices witnessed in CMATs around the world.
With origins dating back to 1880, Johnson Inc. has grown into one of
Canada's leading insurance and benefit providers. Headquartered in St. John's,
NL, the company is a national organization with over 60 branches across the
country and more than 1,000 employees. Johnson Inc. offers insurance and
benefit solutions to Canadians from St. John's, NL to Vancouver, BC as well as
to over 3,000,000 members and employees of client associations and
organizations across the country. Johnson Inc. has revenues in excess of
$600 million and assets of over $1billion.
For further information:
For further information: Melissa Watton, Coordinator, Corporate
Communications, Johnson Inc., (709) 737-6045, firstname.lastname@example.org; Kevin
Whitlock, Communications Manager for OgilvyOne and Ogilvy Group UK, +44 (0)207
309 1114, Kevin.email@example.com; Peter Lavers, Managing Director, Customer
Futures, +44 (0)207 566 7177, firstname.lastname@example.org