Delta Dental Annual Report 2008 - 6

Leading with Service Outstanding Customer Service ur commitment to client partners, members, producers and participating dentists is to provide the service and support they desire in a manner that exceeds their expectations. This is so important to us that we regularly poll our clients to realistically assess our performance against their expectations. Our service philosophy is “excellence is our standard; perfection is our goal.” In 2008, we learned from a national study1 on dental benefits that one aspect of performance most important to benefits decision-makers is receiving excellent service. The study also confirms Delta Dental to be a national leader in service, with strengths that include: providing excellent customer service, being a trusted company, enabling friendly automated access to service, and providing fast, accurate claims processing. Recently, Delta Dental of Missouri conducted a client satisfaction study. The results echoed those of the national study: service is a key driver of satisfaction and Delta Dental of Missouri excels at service. O improve both our service training and technology support to ensure world-class service. We also continue to select and reward employees who are well suited to and enthused about delivering personal service. Our philosophy of service excellence is working. This year, as in past years, members who contacted our Customer Service department were satisfied with the experience over 98 percent of the time. We are also responsive. Almost all inquiries were resolved during the initial call, with an average wait to answer a phone call of 9 seconds and with less than one percent of calls abandoned. Delta Dental’s service performance reflects our commitment to excellence. We record all calls to Customer Service. We use these recordings to coach our employees to deliver even better service. We believe that our high customer satisfaction is positively influenced by the enthusiastic service orientation of our employees who enjoy their work. The average tenure in our Customer Service department exceeds sixteen years. Our participating dentists are enthused about Delta Dental as well. Over eight in ten dentists compare us Training and Technology We are very pleased to lead the industry in service; however, we never rest on our laurels. We continue to Delta Dental is the only insurance our office accepts. When we call we get personal, attentive care and that is important to us. Michael Weber, DDS 6

Delta Dental Annual Report 2008

Table of Contents for the Digital Edition of Delta Dental Annual Report 2008

2008 At a Glance
From the President and CEO and Chairman of the Board
Leading with Service
Delivering Exceptional Value
Innovating to Improve Oral Health
Committing to Community
Empowering Employees
Advancing with a Strong Financial Footing
Statement of Financial Position
Board of Directors
Photo Index
Delta Dental Annual Report 2008 - Cover1
Delta Dental Annual Report 2008 - 2
Delta Dental Annual Report 2008 - 2008 At a Glance
Delta Dental Annual Report 2008 - From the President and CEO and Chairman of the Board
Delta Dental Annual Report 2008 - 5
Delta Dental Annual Report 2008 - Leading with Service
Delta Dental Annual Report 2008 - 7
Delta Dental Annual Report 2008 - Delivering Exceptional Value
Delta Dental Annual Report 2008 - 9
Delta Dental Annual Report 2008 - Innovating to Improve Oral Health
Delta Dental Annual Report 2008 - 11
Delta Dental Annual Report 2008 - Committing to Community
Delta Dental Annual Report 2008 - 13
Delta Dental Annual Report 2008 - Empowering Employees
Delta Dental Annual Report 2008 - 15
Delta Dental Annual Report 2008 - Advancing with a Strong Financial Footing
Delta Dental Annual Report 2008 - Statement of Financial Position
Delta Dental Annual Report 2008 - Board of Directors
Delta Dental Annual Report 2008 - Photo Index
Delta Dental Annual Report 2008 - Cover4
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