Europ Assistance - Activity Report 2015-2016 - page 37

THE NET PROMOTER SYSTEM: SIMPLE AND POWERFUL
NPS is a simple and powerful tool. It asks just a few straightforward questions designed
to provide insight on the customer’s state of mind. Namely, ‘How likely are you to
recommend Europ Assistance to your friends, peers or family, and why?’ The survey is easy
to complete, which helps us achieve significant response rates. NPS allows us to categorize
customers as “Promoters,” i.e., people who are likely to recommend the experience they
had with Europ Assistance, and “Detractors,” i.e., people who are unlikely to recommend
the experienced services. Every single employee, including CEOs and top managers,
systematically call Detractors back in order to understand the reasons for the client's
dissatisfaction and identify actions we can take to actually improve that experience for the
next customer. This is a journey, a deep cultural change in the way we operate and the way
we serve our customers. This makes the difference in the competition.
10
ENTITIES
NPS has been launched
simultaneously in 10 entities
in 2016
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EUROP ASSISTANCE
ACTIVITY REPORT 2015-2016
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