OREANDA-NEWS. February 3, 2012. Based on 2011 results of the monitoring of customer service quality at Allianz Ukraine Ins.Co. among voluntary medical insurance policy holders, 93% of policy holders are satisfied with the customer service quality at the company. Net promoter score topped record levels in the company's history and totaled to 56%. In 2010, the same indicator was equal to 36.4%.

High net promoter score resulted from the entire range of changes in customer relationship procedure at Allianz Ukraine Ins.Co. The internal system of claim processing has been enhanced:

technical improvement of the call center allowed reduce the number of missed calls;

launch of the new motivation system became an extra motivation for call center operators' top performance;

development of uniform standards for communication with policy holders (letter forms, answers to inquiries etc.) made communication with customers easy and understandable for all company employees.

Changes also affected external contractors. Results of customer satisfaction quarterly measuring allowed determine that the customer does not distinguish between customer service at the insurance company and clinics and drug stores, which he/she applies based on their policies. That's why the company began to pay much attention to partner relationship. Meetings with all contractors were held, requirements to their service quality were stepped up. The company regularly controls the process of medical care provision to its customers, tracks and removes weak points in it.

"Over the past year, our team have done much work to make even more customers satisfied with customer service at Allianz Ukraine. The whole set of tools enabled us to have NPS increased by almost 20 points and become record high in the company's history", - emphasized Nikolay Velichko, Director of Personal Insurance Center, Allianz Ukraine Ins.Co.

The NPS-based study (NPS - net promoter score) is conducted at Allianz Ukraine every quarter several years in a row. All policy holders are asked two questions: "On a 0 to 10 rating scale, how likely is it that you would recommend our company to a friend or acquaintance?" and "Why?" Based on their answers, the customers are divided into 3 groups. Those who rate their loyalty at 9 or 10 points are classified as "everybody is a promoter". Policy holders satisfied with customer service quality at 7-8 points are referred to "everybody is neutral". Those who rate their loyalty at 0-6 points 6.67% are referred to "everybody is a detractor". Net promoter score (NPS) is calculated based on the difference between the number of promoters ready to recommend the company to a friend or acquaintance and detractors dissatisfied with the customer service quality. Based on 2001 results, Allianz 62.83% of Allianz Ukraine customers are promoters, 30.33% are neutrals and only 6.83% are detractors dissatisfied with the company customer service. NPS amounted to 56% (62.83% - 6.83%).