Annual customer experience survey aims to help us improve

On Manulife’s behalf, Ipsos is running our annual customer experience survey. The survey helps us gather valuable feedback and insight from our advisors, plan sponsors and clients/customers, to help us continue to improve the way we do business together.

Ipsos is conducting the survey in four waves. The first wave took place in March, and Ipsos will conduct the three remaining surveys in May, August and November of this year. Details regarding dates and audiences are in the tables below.

Information about the survey:

  • Ipsos will contact a random sample of clients/customers, plan sponsors and advisors to participate. This includes advisors and clients/customers from across all Manulife business areas.
  • Ipsos will contact those selected for the study to ask that they complete the survey about Manulife, either by phone or email (see details below).
  • The survey is optional – those contacted can decide if they want to complete the survey.
  • It should take about 12 minutes to complete the survey.

Ipsos follows Manulife’s privacy guidelines and policies to run the study. We have provided only contact information to Ipsos. We have not shared any information specific to products or investments.

May 21 survey

SURVEY SAMPLE GROUPS SURVEY METHOD SURVEY TIMING
End clients (individual customers): Insurance, Investments and Manulife Bank Phone survey May 21 to June 4 (2 weeks)
End customers (group plan members): Affinity, Group Benefits and Group Retirement  Online survey

NOTE: Advisors and plan sponsors will not be surveyed this quarter, only end customers.

August 19 survey

SURVEY SAMPLE GROUPS SURVEY METHOD SURVEY TIMING
Advisors: Insurance, Affinity, Investments, Bank, Group Benefits and Group Retirement Online survey August 19 to September 8 (3 weeks)
Plan Sponsors: Group Benefits and Group Retirement Online survey
End clients (individual customers): Insurance, Investments and Manulife Bank Phone survey
End customers (group plan members): Affinity, Group Benefits and Group Retirement Online survey

November 18 survey

SURVEY SAMPLE GROUPS SURVEY METHOD SURVEY TIMING
End clients (individual customers): Insurance, Investments and Manulife Bank Phone survey November 18 to December 2 (2 weeks)
End customers (group plan members): Affinity, Group Benefits and Group Retirement Online survey

Impact to clients and customers

  • May be contacted by Ipsos during the date ranges of May 21 to June 4, August 19 to September 8, or November 18 to December 2 asking them to complete a short customer experience survey. (Participation is optional.)

Impact to advisors and plan sponsors

  • If a client/customer or plan member asks you about the Ipsos-conducted Manulife surveys, please let them know the surveys are legitimate and confidential, and encourage them to participate to help us provide better service to them.

Questions?

For more information, talk to your Manulife sales representative, or back office as appropriate.