Highly satisfied customers

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.

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OF THE GROUP STRATEGY