3.

Actions and metrics adopted by Allianz to assess customer experience

 Allianz was a quite customer centric company

 Introduced NPS which is Net Promoter Score to categorise customers which was basically
the metrics to measure whether the customer will recommend any of their product after use
 In 2018, the programme of “ Voice of Customer” was introduced by Allianz

1. The main aim was to collect customer feedback

2. Feedback was collected after immediate interaction of the customer with a
representative from Alliance
3. A second in depth interview was also done with the customer if rating was
less than 3 in order to gain their insights on why they would recommend
Allianz
4. The entire customer journey was thoroughly evaluated

 Interactive live dashboard with feedback from customers was available for the employees
1. If any repetitive pattern of issues was noticed, Allianz brought about
modifications to their process
 The revenue generated per customer in per business domain and per channel of distribution
was also tracked
 They worked upon reducing speed of settlement of claims and maintaining a proper
transparency of the process
 They provided customization ; customer can choose services, add-ons etc according to their
taste