February 11, 2020
BLOOMINGTON, Ill. – COUNTRY Financial® has been recognized by J.D. Power for providing outstanding customer service to its clients. Specifically, the company’s Client Service Center earned J.D. Power’s Customer Service certification for its Property-Casualty phone operations after passing a rigorous evaluation that included surveys of recent callers to measure their satisfaction, and a multi-day audit of the Illinois and Georgia contact center operations.
“Congratulations to COUNTRY Financial for achieving this honor for the second time corporately, which shows that COUNTRY Financial is committed to providing an outstanding customer service experience,” said Mark Miller, practice leader, customer service advisory at J.D. Power. “The evaluation their team was required to go through demonstrated that they have the practices in place to sustain the high standard of customer experience that every aspiring certified organization must achieve, which makes this particular certification very tough to earn.”
The certification marks the second time COUNTRY Financial has been recognized by J.D. Power for its Client Services Center. In 2014, the company earned the J.D. Power Certified Contact Center Program distinction for its auto and home contact centers.
“This is a tremendous recognition for our Client Services Center (CSC) teams. It’s not an easy feat creating and sustaining a top-notch operation,” said Jesse Kohlbecker, vice president of Client Services at COUNTRY Financial. “CSC employees come to work each day with the goal of providing best in class service to our clients, and I’m proud their hard work and dedication has been recognized as industry leading. Based on our certification results, we’ll also focus on the opportunities for continuous improvement to excel our client experience.”
The certification also demonstrates the company’s focus on providing outstanding service to clients when they need it most.
“When our clients need us, we are here for them to provide the experience they expect,” said Kimberly Redd, director of Client Services at COUNTRY Financial. “In our world, clients come first, and every decision we make and every action we take is done with the client top of mind. This J.D. Power certification indicates the level of service current and future clients can expect from us.”
COUNTRY Financial has been able to achieve this level of service, in part, because of ongoing feedback the company seeks from its clients.
“We continually seek and incorporate feedback from our clients to improve our processes and meet their ongoing needs,” Redd said. “With advancements in technology over the years, we are able to increase the channels we offer and value we provide, to create a seamless experience every time they contact us.”
COUNTRY Financial earned the J.D. Power recognition following a nearly year-long process that included an audit of 40 company business practices, completed surveys by more than 400 clients who have contacted the company’s Client Service Centers, and onsite evaluations at the Client Service Centers in Bloomington, Ill., and Alpharetta, Ga.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe.
About COUNTRY Financial
The COUNTRY Financial® group (www.countryfinancial.com) serves about one million households and businesses throughout the United States. It offers a wide range of financial products and services from auto, home, business and life insurance to retirement planning services, investment management and annuities.