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Highly satisfied customers

The customer is at the heart of the Groupama Group's concerns.

BE ONE OF THE BEST INSURERS

In each of its markets, the Group sets itself the objective of achieving a large percentage of highly satisfied customers and a constantly improving net recommendation index. Satisfaction not only plays a role in winning market share, but also in earning customer loyalty.

 

OUR KEY PROJECTS

  • Develop a culture of service around our “Insuring tomorrow with confidence” tagline
    to increase customer satisfaction
    – Improve the quality and fluidity of customer processes based on their expectations
    – Evaluate our actions with regular indicators
    – Coordinate the approach within the teams to ensure broad implementation of our promise
  • Earn the loyalty of our target customers by strengthening our market shares in our target business lines (health, P&C, agricultural) and build up the multi-product business

 

MONITORED INDICATORS

Indicators such as our customers’ Net Recommendation Index and the number of customers with only more than one policy provide a view on the successful implementation of these customer-focused actions.

DISCOVER THE OTHER WORKSTREAMS
OF THE GROUP STRATEGIC PROGRAMME 2014-2018

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