OREANDA-NEWS. August 8, 2011. Allianz Ukraine Insurance Company has carried out another monitoring of customer service quality provided to customers insured under voluntary medical insurance agreements. When giving comments on the high level of customer service provided by the company, policy holders mentioned wide coverage, high quality medical services, promptness, attentiveness and politeness of coordinating physicians.

A survey based on an NPS method (Net Promoter Score) was carried out in July to cover the company’s customers insured under voluntary medical insurance agreements, who filed claim reports in May-June 2011. All insurants answered 2 questions: “Please rank the probability with which you would recommend the company to your friends and acquaintances from 1 to 10” and “Provide your arguments”. Based on the answers, customers were divided into 3 groups. The group of PROMOTERS included insurants who ranked their loyalty by 9 or 10 points (61.33% of respondents). Insurants satisfied with the service provided by the company and ranked it with 7 or 8 points were classified as NEUTRALS (33.34% of respondents). Those who gave between 0 and 6 points were classified as CRITICS their percentage amounted to 5.33% of the customers. Based on the difference between the number of PROMOTERS ready to recommend the company to their friends and acquaintances and CRITICS dissatisfied with the customer quality, we calculated the aggregate rate of customer loyalty called NPS. By results of the survey conducted in July, NPS was equal to 56% (61.33% - 5.33%).

“Since 2007, we have regularly conducted surveys based on an NPS method. They help establish feedback from customers, identify the level of their satisfaction with the product and customer service quality provided by the company. Due to survey results we improve customer service quality and the level of customer trust, - said Diana Tuz, Market Management Dept. Director at Allianz Ukraine. – NPS has grown over the last year, which means that more and more customers are expressing readiness to recommend Allianz Ukraine Insurance Company to their acquaintances. In my opinion, this is the best appraisal of our job”.