MD’s Service Centre is “World Class” for Fifth Consecutive Year

May 31, 2016

MD Financial Management Inc. (MD), a Canadian Medical Association (CMA)-owned wealth management organization, today announced that for the fifth consecutive year the MD Service Centre was recognized as “world class” in customer service excellence.

The Service Quality Measurement (SQM) Group, in its annual rankings of service centres, ranked MD in the first quartile for all eight performance benchmarks, finding that:

  • 9 out of 10 MD clients were “very satisfied” with the MD Service Centre representative who handled their call
  • 91% of MD clients were “very satisfied” with their call experience, a score that is almost 10% above the wealth management industry average

“Our main focus is serving our clients,” said Daniel Labonté, Executive Vice President, Member Experience at MD. “The MD Service Centre has a dedicated team who are passionate about helping our clients achieve financial well-being. Congratulations to the Service Centre on its continued work in making clients our top priority.”

The MD Service Centre handles more than 100,000 calls a year to place trades for clients and to answer questions on client accounts, CMA membership and benefits. To contact the MD Service Centre, call 1 800 267-2332.

About SQM Group

Service Quality Measurement (SQM) Group is a specialist firm for assisting organizations in using voice of the customer (voc) research data to measure and improve contact channel customer experience, operating costs and retention.

SQM Group surveyed approximately 600 CMA members as well as MD clients within one day of their interaction with the MD Service Centre. The results were compared to those of more than 500 companies across North America, including other wealth management firms.

About MD Financial Management

Owned by the Canadian Medical Association, MD’s only business imperative is to enhance physicians’ financial outcomes by focusing on their distinctive needs and operating in their best interests.

MD has more than $40 billion in assets under administration and is dedicated to serving Canada’s physicians and their families. MD provides financial products and services, the MD Family of Funds and investment counselling services through the MD Group of Companies. For a detailed list of these companies, visit md.cma.ca.

Media Contact

Maria Grant
Lead, External Communications
MD Financial Management
maria.grant@cma.ca
613 809-0657

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