ST. JOHN’S, NL, Jan. 15 2008 – 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).
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 continent.
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. www.johnson.ca