NPS Intelligence (beta)

…Benefits prioritized investments in technology to enhance employee, employer and broker experiences, and drive differentiated customer experience, including increased digital adoption and improved relationship Net Promoter Scores in national accounts.

relationship Net Promoter Score in major markets increased by an average of 23 points

2 Relationship Net Promoter Score (rNPS) gain across priority markets from 2019 to 3Q2024. 3 Total giving between January 2020 through 3Q2024.

• Delivered customer service excellence by exceeding targets and improving both customer satisfaction and transactional net promoter scores internally across our largest markets, including the U.S., Japan, Mexico and achieving J.D.

• Improved global customer satisfaction and transactional net promoter scores in aggregate globally and across the majority of large markets.

…Maintained top quartile U.S. Call Center experience as measured by Customer Satisfaction and Net Promoter Score data .

• Surpassed Business Plan Net Promoter Score targets in U.S. customer solutions centers, earning J.D.

• Surpassed Net Promoter Score targets in U.S. customer solutions centers and earned J.D. Power ® recognition of MetLife’s Property & Casualty and Retirement and Income Solutions centers for providing “An Outstanding Customer Service Experience” for the…

• Achieved top quartile performance for U.S. call centers’ Customer Satisfaction and Net Promoter Score metrics based on third-party benchmarks.

MetLife committed to demonstrating customer loyalty gains through continuous improvements in Net Promoter Score and customer retention.

• Exceeded U.S. call center customer experience goals as measured by First Call Resolution, Customer Satisfaction and Net Promoter Score metrics; and •

…Improved customer centricity, meeting Net Promoter Score targets at 20 critical customer touch points across our businesses in six key markets.

In this role, Yagai is also responsible for executing MetLife’s core strategy of customer centricity, including the improvement of persistency and customer satisfaction through the application of NPS (net promoter score) at a variety of customer…

• Mr. Wheeler also led Americas toward customer centricity through enhancements to the customer experience and a focus on increasing net promoter scores.

The Company also introduced a Net Promoter Score program in ten countries to monitor the loyalty of its customer relationships. Mr.

MetLife reports consolidated written premium retention improved to 93% from 89%.