Dialing up shareholder service
The DALBAR Mutual Fund Service Award is determined through an objective and rigorous third-party audit of the quality of contact center interactions with mutual fund shareholders. Telephone service experiences are reviewed against detailed criteria based on superior service standards and industry best practices.
To qualify, companies must perform at a high level in all aspects of the customer experience. This multi-faceted approach takes into account everything from the interpersonal relationship to the handling of the transactional elements of the call – and everything in between. Shareholders at these firms can expect an exceptional and well-rounded experience whenever they pick up the phone.
A challenging year for our shareholders
“2020 has been a uniquely challenging year for contact centers,” said Brendan Yeager, DALBAR Director. “It has also been a difficult year for shareholders, who are facing pandemic-induced stresses, volatile markets and, in many cases, financial hardship. We recognize that having a friendly, competent and efficient representative available to help shareholders when they need to call their mutual fund providers is more important now than ever.”
“For this reason, companies were held to the same exacting standards to earn our Service Awards in 2020 that they would have been in any other year,” Yeager added. “That these firms were able to deliver a superior standard of care in spite of the pandemic and accompanying disruptions really speaks to their strong culture and the priority that they place on their customers. It is a remarkable accomplishment.”
For more information about DALBAR Awards and other Customer Experience Audit programs, visit www.dalbar.com
DALBAR, Inc. is the financial community’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service since 1976. DALBAR awards are recognized as marks of a superior standard of care in the financial community.