Press Releases

Jewelers Mutual Sustains ‘World-Class’ Satisfaction Rating for Past Decade

Insurer outperforms the industry average and raises the bar for delivering exceptional customer experiences at times of loss.

Published

2 months ago

February 22, 2024

Press Releases

(PRESS RELEASE) NEENAH, WI – Jewelers Mutual Group, the insurer dedicated to protecting jewelry and jewelry businesses for 110 years, recently shared it has consistently earned top marks from its customers, attaining a ‘world-class’ Net Promoter Score ranking above 80 for its service, particularly at the time of a claim. Customer experience experts classify a score of 80 or higher as ‘world-class’, which the company has consistently received each of the past 10 years. The high satisfaction measure reflects results from Jewelers Mutual’s commercial and personal insurance customers and far surpasses the insurance industry average of 15, according to Qualtrics XM.

“We take tremendous pride in our high customer satisfaction scores, especially at critical times when our customers need us most,” said Mike Alexander, chief operating officer at Jewelers Mutual. “This achievement reflects our unwavering commitment to be there for our customers where and how they need us to be with every call, question and interaction.”

Developed in 2003 by Bain and Company, Net Promoter Score is the gold standard of customer experience metrics. It is used by millions of businesses, measuring the loyalty of customers to a company or brand. NPS is measured with a single survey question and reported with a number from -100 to +100. The higher the score for ‘How likely would you be to recommend a company to a friend or colleague?’ the stronger indicator of customer satisfaction.

Jewelers Mutual regularly surveys subsets of its customers across various touchpoints throughout their journey as a pathway to continuous improvement. The insurer attributes its high scores for its claims experience to its customer-centric business model as well as its uniquely specialized expertise in insuring jewelry and jewelry businesses for more than a century. “Our relentless focus on experience improvement is ingrained in our culture, and we strive to set new standards of excellence in the insurance industry,” said Alexander.

Serving over 1 million customers throughout the U.S. and Canada, Jewelers Mutual has become the trusted insurance and solutions provider of choice for jewelry business owners and jewelry customers. It has earned nearly 12,000 5-star customer reviews on Trustpilot and has been named best overall jewelry insurer by such publications as US News & World Report and the Wall Street Journal’s Buy Side. In addition, Jewelers Mutual was recently recognized with Inc’s Power Players Award for its innovative solutions to support jewelry businesses.

To read about what makes Jewelers Mutual an insurer of choice, visit here.

This Third-Generation Jeweler Was Ready for Retirement. He Called Wilkerson

Retirement is never easy, especially when it means the end to a business that was founded in 1884. But for Laura and Sam Sipe, it was time to put their own needs first. They decided to close J.C. Sipe Jewelers, one of Indianapolis’ most trusted names in fine jewelry, and call Wilkerson. “Laura and I decided the conditions were right,” says Sam. Wilkerson handled every detail in their going-out-of-business sale, from marketing to manning the sales floor. “The main goal was to sell our existing inventory that’s all paid for and turn that into cash for our retirement,” says Sam. “It’s been very, very productive.” Would they recommend Wilkerson to other jewelers who want to enjoy their golden years? Absolutely! “Call Wilkerson,” says Laura. “They can help you achieve your goals so you’ll be able to move into retirement comfortably.”