Jackson® Recognized as World Class Customer Service Provider by SQM

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LANSING, Mich.--(BUSINESS WIRE)-- The Service Quality Measurement Group, Inc. (SQM) has recognized Jackson National Life Insurance Company^® (Jackson) as a World Class customer service provider in its latest benchmarking study of North American contact centers.

Jackson’s 2011 award marks the seventh time the company has received the World Class designation from SQM in Call Center customer satisfaction¹. Jackson also earned SQM’s “Highest Customer Satisfaction by Industry” award for the seventh time, achieving the highest rating in the financial services industry².

“Our call center staff is a dedicated group of individuals who work diligently to maintain Jackson’s reputation as customer service leader,” said Jackson President & CEO Mike Wells. “These individuals support our customers by providing them with responsive, knowledgeable customer service and continue to do so year after year. We are very pleased to receive this recognition from SQM for the seventh time, and I congratulate our entire service department on an outstanding accomplishment.”

Call Center World Class status is achieved when 75 percent or higher of the calls are at the world class level for six months or more. SQM’s world class call criteria is based on the customer’s call being resolved, and the customer rating his or her experience as “very satisfied”—the highest possible response—with both a company’s call center and the telephone service representative who took the call.

This year, Jackson received the highest rating from 90 percent of the survey’s participants, compared to the financial industry average of 74 percent. Jackson’s service representatives were able to resolve 87 percent of issues in one call, which is significantly higher than the average financial services company’s 72-percent resolution rate. Furthermore, survey participants were “very satisfied” with their experience with a Jackson telephone service representative 94 percent of the time, compared to the financial services industry average of 79 percent.

This year, SQM also surveyed Jackson’s call center employees’ satisfaction. Jackson is one of only six companies in North America to earn a “World Class Employee Satisfaction” award. Because of these high scores on both customer and call center employee satisfaction, Jackson was named the third runner up for 2011 Call Center of the Year—the top overall award for call centers across North America.

For SQM’s Call Center Certification program, the company surveyed more that 800 customers within two business days of their contact with the call center to understand their satisfaction with their service experience. SQM conducted the benchmarking study for the period of October 1, 2010 to September 30, 2011.

SQM benchmarks more than 450 North American contact centers annually, resulting in one of the largest customer survey databases. SQM has evaluated customer satisfaction for the contact center industry since 1996. For more information on SQM, please visit www.sqmgroup.com.

About Jackson National Life Insurance Company

With $115.7 billion in assets (IFRS)*, Jackson National Life Insurance Company (Jackson) is an industry leader in variable, fixed and fixed index annuities. The company also offers life insurance and institutional products. Jackson markets its products in 49 states and the District of Columbia through independent and regional broker-dealers, financial institutions and independent insurance agents. Jackson’s subsidiary, Jackson National Life Insurance Company of New York®, similarly markets products in the state of New York. Through its affiliates and subsidiaries, Jackson also provides asset management and retail brokerage services. For more information, visit www.jackson.com.

*Jackson has $115.7 billion in total IFRS assets and $105.5 billion in IFRS policy liabilities primarily set aside to pay future policyowner benefits (as of 6/30/11). International Financial Reporting Standards (IFRS) is a principles-based set of international accounting standards indicating how transactions and other events should be reported in financial statements. IFRS is issued by the International Accounting Standards Board in an effort to increase global comparability of financial statements and results. IFRS is used by Jackson's parent, Prudential plc, to report the Group's financial results.

Annuities and life insurance products are issued by Jackson National Life Insurance Company (Home Office: Lansing, Michigan) and Jackson National Life Insurance Company of New York (Home Office: Purchase, New York). Variable products are distributed by Jackson National Life Distributors LLC. Fixed index annuities are referred to as Equity Indexed and Fixed Annuities in Oregon. Fixed index annuities may not be suitable for everyone. May not be available in all states and state variations may apply. These contracts have limitations and restrictions, including possible withdrawal charges, recapture charges and excess interest adjustments. Contact your representative or the Company for more information.

Please remember that a Jackson annuity is intended to be a long-term, tax-deferred vehicle for retirement. An annuity's earnings are taxable as ordinary income when withdrawn and, if taken before age 59 1/2, may be subject to a 10% federal tax penalty. Variable annuities involve investment risks and may lose value.

Jackson National Life Insurance Company is an indirect subsidiary of Prudential plc, a company incorporated and with its principal place of business in the United Kingdom. Prudential plc and its affiliated companies constitute one of the world's leading financial service groups. It provides insurance and financial services directly and through its subsidiaries and affiliates throughout the world. It has been in existence for over 160 years and had more than $560 billion in assets under management as of June 30, 2011. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America.

The following cautionary statement is included to make applicable and take advantage of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995 for any forward-looking statements made by, or on behalf of, the Company. Forward-looking statements include statements concerning plans, objectives, goals, strategies, future events or performance, and underlying assumptions and other statements which are other than statements of historical facts. However, as with any projection or forecast, forward-looking statements are inherently susceptible to a number of risks and uncertainties and actual results and events could differ materially from those currently being anticipated as reflected in such forward-looking statements. There can be no assurance that management’s expectations, beliefs or projections will result or be achieved or accomplished.

¹ Service Quality Management, Call Center World Class Certification, 2004 and 2006-2011

² Service Quality Management, Highest Customer Satisfaction by Industry – Financial, 2004 and 2006-2011