MD’s Service Centre is "World Class" for Fourth Consecutive Year

June 18, 2015

MD Financial Management (MD), a Canadian Medical Association (CMA)-owned financial management organization, has had its Service Centre recognized for the fourth consecutive year as "world class" in customer service excellence. This recognition is based on the results of a survey period across 2014.

Also, for the second consecutive year MD surpassed world class scores for all eight key performance indicators, including Calls Resolved, Satisfaction with the Service Representative and Satisfaction with the Call Centre:

  • 92% of MD clients were "very satisfied" with the MD service representative who handled their call. This score surpasses the wealth management industry average by close to 10%.
  • MD scored 96% efficiency in resolving client inquiries, a score that outperforms both the wealth management industry and world class call centre average.

“To achieve world class levels of performance in all our customer feedback for the fourth year in a row, and to achieve the top rank in all the performance indicators confirms that MD is delivering on our commitment to provide an outstanding experience for our physician clients and their families each and every day,” said Paul Mason, Executive Vice President of Technology and Operations at MD.

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

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) contact center performance. SQM benchmarks over 500 leading international contact 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 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 Financial Management has more than $41 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 Contacts

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

Deborah Thompson
DT Communications
deborah@dt-communications.com
416 918-9551

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