In the Spotlight

Facing the Feedback Loop

By Una Morabito

Anyone who has posted a message on social media knows there are few communications channels where the feedback is as immediate – or honest. If you are posting broadly, you know that the public won’t be shy about critiquing your ideas.

But what if a company could employ similar tactics to receive and act upon feedback?  Would you be more inclined to do business with a company if your feedback about customer service was taken seriously and resulted in immediate improvements?

The eleventh annual Accenture Global Consumer Pulse Survey in 2016 found that 80 percent of consumers who moved their business to another company said the previous firm could have done something to retain their loyalty.* Perhaps the “something” starts with simply listening.

Well, MassMutual hears you loudly and clearly. We are introducing a new customer feedback and response program to gather input immediately after any customer encounter – for better or worse – and to review feedback for potential service improvements.

Today’s retirement plans marketplace is more competitive than ever and MassMutual sees stepping up its award-winning service as a point of differentiation. Whether you are a financial advisor, employer or employee of a company that offers a MassMutual product, we want to hear from you. Right away.

We realize that the bar on service continues to rise. Seventy-three percent of those surveyed by Accenture said they expect customer service to be easier and more convenient; 61 percent expect faster service.*

Prepare to join the converted. Starting early next year, when you call MassMutual’s customer service line, you will be able to experience the immediacy of our new customer feedback program for yourself. Whether you want to pass along kudos, complaints or questions, we want to hear it. Really.


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Una Morabito is Senior Vice President, Workplace Relationship Management, for Massachusetts Mutual Life Insurance Co. (MassMutual).