Customer Satisfaction

Customer Experience is

• Process of dealing with members/clients query with first time right approach

• The process of empathetic listening and responding to emails

• Answer all of the questions asked

• All of the above

A member writes an email and we can observe words that indicate member is unhappy, dissatisfied etc. What should you do?

• Log a complaint

• Take ownership and investigate to resolve the concern

• Both options

What is the validity of a letter of authority?

• 6 Months

• 8 Months

• 12 Months

• 3 Months

We at Mercer safeguard customer and client interest by:

• Ensuring DPA is done before sharing information

• Do not disclose client/member information to unauthorized people

• Treat Customers Fairly

• All of the above

Member’s contribution investment delayed due to administration error. What should Mercer do?

• Complete the investment without correction though it’s delayed

• Follow rectification and E&O process to correct the investment

• Do not flag to anybody

• All of the above

Select the best practices to secure client data:

• Always use password to secure file and send encrypted emails

• Throw the paper with the client data to dustbin once done

• Share client information externally

• All the Above

You receive a suspicious email seeking client/pension information. What should Mercer do?

• Report Phishing Immediately

• Deal with the email and share information

• Both a & b

• Do not take action and retain the email

You must report a disclosure of breach within:

• 6 Hours

• 12 Hours

• 24 Hours

• 48 Hours

Who must report the disclosure breach:

• The one who identifies the incident first

• Nobody

• Both a & b

• Neither a & b

Customers who complaint want:

• Benefits for nothing gone wrong

• To be heard and have their dissatisfaction validated

• To vent for sport of it

• A & C