Jackson Financial Extends Customer Service Dominance with 14th Consecutive Industry Award
Event summary
- Jackson National Life Insurance Company won the 'Highest Customer Service – Financial Industry' award from SQM for the 14th consecutive year in 2025.
- The company achieved the Call Center World Class First Call Resolution Certification with an 80% or higher resolution rate.
- Jackson was also named a Call Center of the Year finalist, highlighting its exceptional customer support quality.
- SQM's awards are based on customer feedback collected from January 1, 2025, to December 31, 2025.
The big picture
Jackson Financial's 14th consecutive customer service award underscores its strategic focus on operational excellence in the financial industry. In a sector increasingly prioritizing digital transformation and customer experience, Jackson's ability to resolve issues on the first call sets a benchmark. The company's sustained performance highlights its commitment to clarity and support in retirement planning, a critical differentiator in a competitive market. With over $100 billion in assets under management, Jackson's operational strengths could further solidify its position among financial professionals and contract owners.
What we're watching
- Sustainability of Service Excellence
- Whether Jackson can maintain its high first-call resolution rates amid potential industry-wide operational challenges.
- Competitive Differentiation
- How Jackson's sustained customer service leadership will impact its market positioning and client retention.
- Operational Scalability
- The pace at which Jackson can scale its customer service model while ensuring consistent quality.
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