Creating value by listening to our customers' needs

In 2015 we launched the T-NPS Group Program. The programme consists of a systematic method for listening to clients and responding to their feedback, allowing us on the one hand to improve their satisfaction and loyalty, while on the other to transfer a customer centricity culture within the Group. T-NPS is currently active in 26 business units and covers roughly 90% of our client base.

We implemented several response actions against over 560 thousand feedbacks. Some particularly critical clients were called directly, to better understand the reasons for their dissatisfaction, while in other cases we organised interdepartmental work groups.

Overall the following were identified:

  • 256 quick wins, which allowed us to improve the understanding of insurance clauses by grouping information into one summary page and making a welcome call for new clients
  • 175 structural improvements, including the introduction of automatic updates on the status of dossiers via SMS, app and portals.

Quality of the customer experience

More than 3.3 million surveys sent

 

More than 562 thousand responses

 

More than 436 thousand comments

 

More than 108 thousand calls to detractors

The solutions for improvement that we introduced have already given important results and have enabled us to improve client satisfaction. Examples include:

SERBIA

Clarity in communication towards clients

The terms and conditions of insurance contracts were too long and difficult to understand for clients, who also complained that the font size used was too small. A team made up of the legal, marketing, product development, actuary and communication departments worked to simplify the texts, managing to reduce them from 14 to 7 pages and at the same time to increase the clarity of information. The new conditions were tested successfully by submitting them to a group of secondary school pupils.

SERBIA

SWITZERLAND

Response time to clients

In order to improve the response time to clients’ requests, a cross-functional team defined and implemented a number of changes, including the reduction in document printing time and a faster mail service. The online information service was also strengthened, through which clients can learn about the progress of their requests.

SWITZERLAND

Bora Project:
anticipating the regulatory framework through a client-centric approach

We intensified the activities of the Group project BORA - Wind of change in the EU Insurance Distribution Legislation, a platform for sharing and exchanging between various Group functions.

The goal is to analyse the new regulations on the distribution of insurance products and to develop concrete actions aimed at anticipating changes and refining processes, strategies and services for clients.

In particular, the project is focused on the recent European Directive on insurance distribution, which is designed to enhance consumer protection. In raising awareness in our sales network, the BORA project identified a key improvement factor for client relations, with focus on the clarity of information given and the suitability of the proposed products.