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ARCHIVED - Brief Case Studies of Exemplary Practices
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Sun Life Financial of Canada
Description of Business Line
Sun Life Financial is a leading international financial services organization
focused on providing financial services to individuals and businesses throughout
their lifetime. Sun Life Financial offers a diverse range of products and
services through our member companies and partners. The comprehensive product
range covers plans from life insurance through to pensions and investments.
Products and services include: Life, health and disability insurance; Mutual
funds; Annuities and savings; Pensions; Investment management; Trust Services;
Banking Services.
The division answering this survey deals with claims adjudication and client service processes. They work primarily with plan sponsors (employers) and with the plan members (employees). Working predominantly through the phone and mail, the department does at times work in person and through email.
Service Standards in Use
There are internally and publicly posted service standards within the Sun Life Financial organization. Customer Satisfaction Surveys are deployed twice every year. Sun Life measures operational data on a regular basis.
Customer Satisfaction Detail
Customer satisfaction has increased noticeably in the last year. Sun Life
Financial continues to modify their service standards, implement changes to
increase employee satisfaction and work to improve the factors that drive the
scores on their surveys.
Implementation
The surveys take place through the mail and through focus groups. Their
challenge with mailed surveys comes with finding accurate mailing addresses for
plan members. They measure 30 attributes as part of the survey. The whole
implementation process is planned thoroughly to create seamless contact with the
customer.
Improving Customer Satisfaction through Service Standards
Sun Life Financial places an emphasis on employee satisfaction as having
direct impact on customer satisfaction. For that reason, employee satisfaction
surveys are implemented annually and employee needs are value highly.
The results of the Customer Satisfaction survey produces several projects to respond to the issues raised. Improvements in turnaround time is frequently the number one issue raised by customer satisfaction surveys.
Sharing Best Practices
Exemplary Practices
Lessons Learned
Contact
Thomas Hollman
Quality Officer
Sun Life Financial of Canada
Telephone: 416:408-7591
Fax: 416-595-1436
Email: tholle@sunlife.ca
