Generali Vietnam has launched its Net Promoter System (NPS), the first-such transactional customer satisfaction system in the Vietnamese insurance market.
The NPS tool measures the willingness of a customer to recommend a brand or product to their family and friends. It also gauges the customer’s overall satisfaction with a product or service and determines their loyalty to the brand. Using the insights gained from NPS, the company can take necessary actions to improve the customer experience.
“NPS helps us obtain customer feedback at each and every key touchpoint during their journey with us, from consideration to purchase, claims and renewal,” said Tina Nguyen, chief operating officer of Generali Vietnam. “The survey only takes a few minutes to complete, yet provides Generali with a thorough x-ray into our customer’s satisfaction at each touchpoint, for all products and services, by location, by staff and by agent.”
She added that the company will receive real-time alerts whenever someone gives the company a low score. This allows Generali Vietnam to call unsatisfied customers within 48 hours to understand their responses, address the root cause of their problems, and take steps to improve the customer experience.
The system has gained popularity over the past decade and many organisations of various sizes around the world have adopted it.
Generali Vietnam is part of the Generali Group, a multinational insurance group based in Italy. After six years operating in Vietnam, it has around 160,000 clients.
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