Generali's Net Promoter Program was recognized by Medallia – a leading customer experience management, consultancy and software company – as one of the most successful and extensive NPS programs in the world during the Experience Europe 2017 event held in London. Over 375 attendees from 25 different countries attended the event to discuss the current customer experience industry trend and industry challenges.
The Net Promoter System allows companies to receive real-time feedback from customers and to improve their services based on the problems identified. Generali's NPS programme, designed not only for retail customers but also for companies and distributors, has contributed to making Generali an increasingly customer-centric insurance company, able to offer simpler, smarter and faster solutions and increase the level of consumer preference.
Since December 2014, Generali has implemented the Net Promoter System in 54 business units, sending almost 5,5 million surveys to date and receiving over one million responses from customers, agents and intermediaries worldwide.
Isabelle Conner, Group Chief Marketing & Customer Officer of Generali, commented: “This award recognizes the work done by Generali's 54 business units and enhances the work we are doing to make the Group increasingly customer-centric. It is important to listen to our customers to understand their expectations, but even more important is to act on their feedback and eliminate pain points. The Net Promoter System program contributes significantly to the transformation process undertaken by the Company”.
