April 9, 2014
94% satisfaction rate among Canadian physicians for MD Service Centre exceeds wealth management industry by a wide margin.
MD Physician Services Inc. (MD), a Canadian Medical Association (CMA)-owned financial management organization, has had its Service Centre recognized for the third consecutive year as "world class" in customer service excellence. The MD Service Centre was also the recipient of the SQM Group First Call Resolution (FCR) Improvement Award.
In addition to this award, MD secured the highest scores for all eight key performance indicators, including Calls Resolved, Customer Satisfaction, Satisfaction with Service Representative and Satisfaction with Call Centre:
- 95% of MD clients were "very satisfied" with the MD service representative who handled their call, significantly exceeding the wealth management industry average.
- MD clients had their issue resolved on the first call 91% of the time. This score tops the average "world class" call centre rating of 86% and surpasses the wealth management industry average.
"Our service representatives are very motivated to provide the highest level of service for our physician clients and their families," said Brian Peters, President and CEO of MD. "To have our service level characterized as ‘world class’ for three years running validates our commitment to serve the financial needs of CMA members and MD clients better than anyone else."
The MD Service Centre handles more than 90,000 calls a year from Canadian physicians and their families on matters including CMA membership and benefits, MD account information and to place trades for clients. To contact the MD Service Centre, call 1 800 267-4022.
About SQM Group
Service Quality Measurement (SQM) Group is a leading North American research firm for benchmarking and tracking voice of the customer (VoC), first call resolution (FCR) and customer satisfaction (Csat) call center performance. SQM benchmarks over 450 leading international call centers on an annual basis and has been conducting FCR Csat benchmarking studies since 1996.
SQM Group surveyed approximately 600 CMA members as well as MD clients one day after their interaction with the MD Service Centre. The results were compared to those of more than 450 companies across North America, including other wealth management firms. The FCR Improvement Award recognizes an improvement of 5% or greater in first call resolution from the most recent study within the last two years.
About MD Physician Services
MD Physician Services, with more than $36 billion in assets under administration, is a wholly-owned subsidiary of the Canadian Medical Association. MD is dedicated to serving physicians and their families. MD Physician Services provides financial products and services, the MD family of mutual funds, private investment counselling services and practice management services through the MD Group of companies.
Communications Manager, MD Physician Services Inc.