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THANK YOU FOR AGREEING TO PARTICIPATE IN OUR AUTOMATED CUSTOMER SATISFACTION SURVEY. YOU WILL BE ASKED ABO
CUSTOMER SERVICE REPRESENTATIVE. THE SURVEY WILL LAST APPROXIMATELY THREE MINUTES AND YOU WILL HAVE THE OP
PRUDENTIAL’S GOAL IS TO PROVIDE OUR CLIENTS WITH EXCEPTIONAL CUSTOMER SERVICE. YOUR TIME AND RESPONSE ARE G
TO ACCURATELY IDENTIFY YOUR MOST RECENT EXPERIENCE WITH OUR COMPANY, PLEASE ENTER THE LAST FOUR DIGITS OF YO

WHAT IS THE PRIMARY REASON WHY YOU CONTACTED PRUDENTIAL TODAY? IF YOU CALLED TO REQUEST OR INQUIRE ABOUT
PURCHASE, PRESS 2. TO REQUEST OR INQUIRE ABOUT A FUND EXCHANGE, PRESS 3. TO REQUEST OR INQUIRE ABOUT AN ACC
PRESS 5. TO INQUIRE ABOUT AN ERROR, PRESS 6. FOR ALL OTHER CALL REASONS, PRESS 7. TO REPEAT THIS QUESTION, PRES

AS FAR AS YOU ARE CONCERNED, HAS PRUDENTIAL COMPLETED YOUR REQUEST OR IS THERE SOME ASPECT OF THE REQUEST
PRESS 1. IF YOUR REQUEST HAS NOT BEEN COMPLETED, PRESS 2. IF YOU DO NOT KNOW, PRESS 3. TO REPEAT THIS QUESTION
OVERALL, HOW SATISFIED WERE YOU WITH THE WAY YOUR REQUEST FOR SERVICE WAS HANDLED? PLEASE USE A ONE TO SEV
MEANS EXTREMELY DISSATISFIED. YOU MAY CHOOSE ONE OR SEVEN OR ANY NUMBER IN BETWEEN. PLEASE ENTER YOUR RE

FOCUSING ONLY ON YOUR EXPERIENCE WITH THE CUSTOMER SERVICE REPRESENTATIVE YOU LAST SPOKE WITH, OVERALL, HO
WHERE SEVEN MEANS EXTREMELY SATISFIED AND ONE MEANS EXTREMELY DISSATISFIED. PLEASE ENTER YOUR RESPONSE NO

ON THE SEVEN POINT SCALE WE HAVE BEEN USING, HOW SATISFIED ARE YOU WITH THE CUSTOMER SERVICE REPRESENTATIVE
ENTER YOUR RESPONSE NOW. TO REPEAT THIS QUESTION, PRESS 9.
ON THE SEVEN POINT SCALE WE HAVE BEEN USING, HOW SATISFIED ARE YOU WITH THE CUSTOMER SERVICE REPRESENTATIVE
RESPONSE NOW. TO REPEAT THIS QUESTION, PRESS 9.
ON THE SEVEN POINT SCALE WE HAVE BEEN USING, HOW SATISFIED ARE YOU WITH THE CUSTOMER SERVICE REPRESENTATIVE
YOUR RESPONSE NOW. TO REPEAT THIS QUESTION, PRESS 9.
OVERALL, HOW LIKELY ARE YOU TO RECOMMEND PRUDENTIAL TO OTHERS? PLEASE USE A ONE TO SEVEN SCALE WHERE SEV
UNLIKELY. YOU MAY CHOOSE ONE OR SEVEN OR ANY NUMBER IN BETWEEN. PLEASE ENTER YOUR RESPONSE NOW. TO REPEA
WE'RE SORRY. THE NUMBER ENTERED WASN'T RECOGNIZED. YOUR OPTIONS WILL NOW BE REPEATED.
WE'RE SORRY. WE DIDN'T RECEIVE THE NUMBER. YOUR OPTIONS WILL NOW BE REPEATED.
WE'RE SORRY. WE STILL DIDN'T RECEIVE THE NUMBER.
WE'RE SORRY. THE NUMBER ENTERED STILL WASN'T RECOGNIZED.
WE WILL NOW MOVE ON TO THE NEXT QUESTION.
THANK YOU FOR PARTICIPATING IN THIS SURVEY. YOUR FEEDBACK IS IMPORTANT TO US AND WE TAKE IT VERY SE
IF YOU WOULD LIKE TO PROVIDE ANY ADDITIONAL COMMENTS, PRESS 1 AND YOU WILL BE CONNECTED TO OUR V
THANK YOU FOR CHOOSING PRUDENTIAL. GOOD BYE.
 1. Main Greeting

2. Ions prompt

3. Ions re-prompt

4. Main prompts

5. Password issue (1) Sub Selections

6. User Id password (1) Sub prompts
7. Rest Disclaimer
8. SSN Collect
9. SSN re-prompt
10. Last Name prompt

11. Last Name re-prompt

12. Temp PW Prompt

13. Temp PW Confirm Prompt

14. Temp PW Confirm Fail Disclaimer
15. Password Rest complete
16. Password Unlock complete
17. Password Unlock Hold Disclaimere
18. Password Reset Hold Disclaimer
19. Password Unlock Fail
20. Password Reset Fail
21. Fail Disclaimer
Thank you for calling the Global Business & Technology Solutions Help Desk. Your call may be monitored for quality assurance
Please enter your User ID using the numbers and letters on your telephone key pad now. For example, if your User id is x12345
123456.
The User ID you entered was not recognized. Please ensure you are using the letters on the key pad. For example, if your User
number 123456. Please try again.
If you are calling for a password issue, press 1. If you need help with remote access, press 2. For video conference services, pre
print and PruQ support, press 5. For Office 365 support, such as Outlook, Skype, or SharePoint, press 6. For all other issues, pre
If you are calling regarding a User Id password reset or unlock, please press 1. For all other password issues, please press 2.
Press 1 for an un lock if you know your password but cannot access the system. Press 2. for a reset if you cannot remember yo
Please ensure you are logged off before performing a password re-set or your account will be locked out.
Please enter the last 4 digits of your social security number.
The system is unable to recognize the last 4 digits of the social security # you entered. Please try again.
Please enter the first 4 letters of your last name, using your telephone keypad. Names with less than 4 letters may press the #
The last name you entered was not recognized. Please ensure you use the letters on the keypad, for example, if your name is S
to fill in the blanks. Please try again.
Please enter 7 numbers on your phone. The system will add a lower-case a to complete the security standard of 8 characters.
mind, this password must be different than your prior six passwords.
To confirm your password, please re-enter the 7 digits that will be used for your temporary password.
The password you selected was not the same or it was not 7 digits. Please try again.
Your password has been changed to the last 7 digits you entered, followed by a lower case “a”. Please note, you will be instru
new alphanumeric 8-character password. If you still wish to speak with a helpdesk analyst, please press zero.
Your password has been unlocked. If you still wish to speak with a helpdesk analyst, please press zero.
Please hold while the system tries to unlock your password
Please hold while the system tries to change your password.
The system is unable to unlock your password at this time. Please hold while you are transferred to the next available helpdes
The system is unable to change your password at this time. Please hold while you are transferred to the next available helpdes
We're sorry your request cannot be completed. Please hold while you are transferred to the next available helpdesk analyst.
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