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NPS is a tool that measures the willingness of a customer in recommending a brand to their family and friends, gauging their overall satisfaction with a company's product or service and its loyalty. Based on such insights, the company can take necessary actions to enhance customer experience. Its popularity has grown over the past decade and is now widely used by organisations of all sizes in every industry around the world.
The adoption of NPS at Generali Group is a solid proof of their strong commitment to customers and is a key pillar in their business strategy. What sets Generali apart is that Generali calls back 100 per cent of unsatisfied customers within 48 hours to understand and address any issues and questions they may have.
Moreover, not only call centre staff but also employees from all departments of the company, including senior management, will be involved in conducting these calls.
Tina Nguyen, CEO of Generali Vietnam, said that, “Every organisation needs to actively listen to their customers, and take timely and appropriate actions. NPS helps us obtain customer’s feedbacks at each and every key touch point during their journey with us, from consideration to purchase, claims and renewal. The survey only takes a few minutes to complete, yet providing Generali with a thorough x-ray into our customer’s satisfaction at each touchpoint, with any products and services, by location, by staff and by agent.
"We receive real time alerts whenever there is a detractor (an unhappy customer giving us a low score). The uniqueness of Generali’s NPS lies in the fact that we call back all detractors within 48 hours to further understand their responses, address the root cause of their problems, and in the process make continuous business improvement for a superior customer experience. Another differentiator of Generali’s NPS is the involvement of our employees across all functions of the business, including top executives in conducting these calls, making it a company-wide effort in delivering our commitments to customers by taking concrete actions on each piece of insights gathered by NPS. We believe this is the fabric of a truly customer-centric culture that Generali Vietnam is building,” Nguyen said.
As a relatively new brand in Vietnam, Generali has quickly become a key player by bringing to the market the world-class quality of a global leader in insurance through innovative product offerings, strong distribution network, technology-enabled efficiency, and most importantly the revolution of customer experience.
After six years of operations, Generali Vietnam currently has approximately 160,000 clients including individuals and insured members of domestic and foreign businesses in Vietnam.
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