FOR IMMEDIATE RELEASE January 29, 2003	Printer Friendly Version

• Key factors driving customer satisfaction – According to the study, four of the seven factors that evaluated customer satisfaction were service-related, including MPF intermediary, orientation, customer enquiry services and communication channels. Investment performance, enrolment arrangements and contribution arrangements were other key factors.

• Overall satisfaction – Manulife led the market in overall satisfaction with current service provider, with more than 70 per cent of those respondents who were Manulife’s customers stating that they were “very satisfied” or “quite satisfied” with the company’s performance, against a market average of 59 per cent. In all seven key factors, Manulife’s performance was rated above the market average, the aggregated satisfaction scores among members of all providers in the survey. Manulife also led the major MPF service providers in five out of the seven factors that evaluated customer satisfaction.

• Enrolment and contribution arrangements – Among self-employed professionals, Manulife was a clear leader in satisfaction with enrolment arrangements, with eighty-two per cent stating that they were satisfied with Manulife’s overall performance, vis-à-vis a market average of 63 per cent. Manulife also led the field in contribution arrangements with a satisfaction level of 82 per cent, compared to an industry average of 73 per cent.

• MPF intermediaries – Self-employed professionals were also most satisfied with Manulife’s insurance advisors as MPF intermediaries – 84 per cent against a market average of 76 per cent. Manulife’s intermediaries were especially commended for their knowledge about MPF and their professional, responsible attitude.

• MPF orientation – Overall, respondents indicated that MPF orientation services, such as enrolment seminars, user manuals, and clear explanations about how the accounts would be managed, were very important in driving satisfaction. Manulife once again led the market with 71 per cent of its members saying they were “quite satisfied” or “very satisfied” with the company’s overall performance, compared to an industry average of 62 per cent. Orientation was considered an important driver of satisfaction among employees.

• Communication channels – On this factor, Manulife scored top overall. Seventy-two per cent were satisfied with Manulife’s overall communication channels, versus a market average of 64 per cent. Manulife’s benefit statement was rated above the market average, and the frequency of delivery of its benefit statement was considered adequate. Manulife’s MPF Web site also scored well above the average and was cited as being user-friendly in terms of relevancy of information provided and ease of finding information.