Our customers are at the heart of what we do and customer satisfaction is important to us. We measure customer satisfaction metrics across our markets to identify areas for improvements.
We monitor customer satisfaction through various recognised methodologies, which feed into Key Performance Indicators (KPIs) across the Group.
The Net Promoter Score (NPS) is used to measure customer satisfaction for our open books at Athora Belgium and Athora Netherlands. There was an uplift in NPS in both markets in 2022.
Athora Netherlands uses an additional internal customer satisfaction measure – the Delighted Customer Score (DCS) – which helps the business to identify short-term improvements that can be made in key customer service processes. This metric also improved over 2022.
In Athora Germany, we are closed to new business and therefore measure customer satisfaction by the number of complaints. In 2022, we continued to see a downwards trend in the number of complaints. Furthermore, our complaint rate is well below the market average, according to 2022 complaint rate statistics from BaFin (Germany’s Federal Financial Supervisory Authority), which include life insurers open to new business and with closed books. Each complaint we receive is reviewed at senior management level in Athora Germany, with root cause analysis performed where necessary.
Athora Italia requires explicit contractual Service Level Agreements (SLAs) from distributors with regards to maintaining customer satisfaction. In 2022, the Business Unit saw a much lower rate of complaints in comparison to the local market, according to 2022 statistics from IVASS (the Italian Institute for the Supervision of Insurance).
Overall, we saw robust levels of customer satisfaction in 2022 and will continue to focus on increasing this satisfaction.