Creating a best-in-class client experience
T-NPS is a transnational survey tool that enables us to listen to client feedback as a result of the contacts we have with them – a process that will allow us to constantly monitor the critical moments in the relationship and to improve the service and the product delivery process. It will also allow us to better comply with the principles of the Code of Conduct relating to protecting and supporting customers.
Specifically, we will have the opportunity to request prompt feedback on the service received by clients involved in an accident or when they buy one of our products.
The survey is based on a fundamental question: how much, on a scale from 0 to 10, would the client recommend Generali to family or friends, stating the reasons why. As the results are obtained in real time, it allows us to give prompt answers and solve specific needs, and this open and collaborative dialogue will allow us to improve our offer.
Each business function will work continuously to supplement and complete this process, including by organising additional meetings with client groups to examine the reasons behind the feedback received. This will allow us to better understand their preferences and expectations and provide a comprehensive overview of where the process inefficiencies are.
By implementing this programme in all functional areas, we will be able to modify our processes to deliver high quality products and services, thereby meeting the commitments in our Code of Conduct, as well as increasing the number of satisfied clients. The importance of the T-NPS project lies in the behavioural change that we are currently adopting to improve our listening skills, with continuous involvement.