Generali Global Transactional Net Promoter System Program
Listening to customers, understanding their needs and tailoring products and services to suit them is Generali’s priority.
Transactional Net Promoter System (T-NPS) is a key element of the company’s customer-centric strategy. Generali uses T-NPS to better understand the customers’ experiences at key touch points in their interactions with the company, for example during purchase, claims, renewal and servicing.
Every time a customer has a relevant interaction with Generali, they receive a survey asking at least 2 questions:
- How likely are you to recommend us to colleagues, friends and family?
- Could you please share the key reasons for your score?
Based on their feedback on a 0-10 scale, customers are labeled as Promoters (9-10), Passives (7-8), or Detractors (0-6). The feedback provided helps highlighting issues that can be fixed by Generali. Detractors are called back within 24-48 hours by team managers from the area ny that provides the service or products. These calls either lead to service recovery, or highlight underlying problems that cannot be fixed right away, but can be flagged and addressed as part of continuous improvements.
We call this process of contacting customers, collecting feedback and acting to resolve issues, “closing the loop”. Acting on customer feedback becomes essential in order to close the loop, and this continuous feedback loop drives a profound shift in business culture, making the entire company customer-centric.
This process takes place every day to ensure that our customers are always at the heart of what we do.
Generali’s T-NPS system is not a measurement or research tool, but rather a way to bring the customer’s voice into the heart of the company’s operations. The feedback is not going to a research department, but straight to the business that deliver the core service to the customer. This fosters a customer-centric culture across the organization
Generali’s T-NPS was rolled out in January 2015 and now covers all Generali BUs, including B2B, serving almost 70 million customers (2025) and having collected over 8 million responses. Based on the feedback, our business units implemented thousands of structural improvement actions increasing promoters by 28%. These numbers demonstrate that the program is well embedded in our daily operations.
TNPS Program Evolution
To further evolve our TNPS program, we have developed – together with 700 colleagues from all over the world - the "LEAD" framework, which encompasses:
- Listen: Expanding beyond email surveys to include a broader array of signals, such as digital feedback and analytics, to better understand customer needs.
- Engage: Mobilizing the entire organization by highlighting the operational and financial benefits of delivering best-in-class customer experiences.
- Act: Optimizing our close-the-loop approach to resolve customer issues and nurture long-term relationships.
- Design: Leveraging from all insights to proactively create customer-centric experiences
