You May Be Our Next Call
"We’ve never been in contact with our financial representative and we’d love to hear from him."
"I rely on my representative."
"There’s something with my policy that I really don’t understand. I realize I should probably call my representative, but I also think that my representative could have called me somewhere along the line."
"He listens to what I say, and he hears what I say."
These comments, both positive and negative, are representative of the feedback Thrivent Financial for Lutherans has been receiving from members through interviews and phone surveys.
"We really are listening," says Gil Young, director of Research and Insights at Thrivent Financial. "We also are taking action to provide all of our members with exceptional service."
Thrivent Financial is continuing an effort it started last year to survey members on topics ranging from the service they’ve received from their financial representative to specific programs and services available through the organization. A company representing Thrivent Financial is conducting these telephone surveys with thousands of members each month. You may be our next call.
"To provide exceptional service at the level our members expect, we need to better understand what you want and need," Young says.
You may be asked questions like: Does your representative help you develop a strategy to meet your goals? Are you contacted as frequently as you would like? Does your representative have your best interests in mind?
You will not be asked for your Social Security number or customer number, or for any other personal information.
"If you receive a call, it’s important that you be candid about your experiences with Thrivent Financial," Young says. "If you’re not happy, we’d love to be able to take the necessary steps to change that."
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