Key results

• Davies delivered 4.5% NPS improvement in a single year.
• The Ageas Way has improved both the customer and employee experience, increasing customer satisfaction and employee happiness.
• Our multi-touchpoint, multi-channel programme of 45 surveys across 10 brands provided a breadth of customer feedback otherwise inaccessible.

Background

In the UK, Ageas offers a broad range of Personal and Commercial insurance solutions providing award-winning products and services through brokers, affinity partners and direct brands. Insuring around five million customers and working with a range of partners, Ageas is recognised for delivering consistent and high-quality customer experience in their time of need. 

Since 2014 Ageas has been redefining the way it services its customers by introducing a set of customer-focused principles across all its processes. 

How we helped

Davies has worked with Ageas since 2015. Working closely with the Customer Experience team, we created a ‘listening framework’ – a multi-touchpoint, multi-channel programme of 45 surveys across 10 brands – using a combination of IVR and email surveys. These measure levels of customer satisfaction with the service process and with the individual adviser. Results are available to view in the online console as soon as the survey has been completed. The advisers are given access to feedback about them and are enthusiastic about the praise they receive and the opportunity to become better at their job.

Results

Customer feedback has led to a number of significant changes in the way Ageas interacts with its customers. The company now seeks to deal with customer enquiries in one transaction, reducing response speed, and enhancing satisfaction. While the removal of variable sales bonuses and targets from front-line teams has led to a refocusing, so that the emphasis is on customer care rather than numbers.

Processes have improved too. Informed by real-time feedback, with the ability to replay customer comments, the VoC programme has proved an excellent motivational tool, valuable for one-on-one coaching sessions. This has helped better engage employees, as they get to hear – and understand – the way that their customers view their experience. While the removal of scripts has helped bestow autonomy on employees, and provided customers with a more natural, friendly service.

Together, these steps have helped the improve the team’s NPS for Service delivery by 4.5% in a single year.