Focusing on service excellence

We are delighted to announce that from Tuesday, 30th April we will introduce a programme for measuring customer and distributor satisfaction with Zurich. Using Transactional Net Promoter Score (TNPS), a globally recognised tool, we will collect feedback over time across our protection, savings, investments and pensions retail business.

The TNPS programme will enable us to identify areas of opportunity for meaningful change and to drive initiatives to improve service standards.

The TNPS survey captures the voice of the customer and distributor at critical touch points along the journey with us. We have chosen five touch points to measure:
1. Policy issue
2. Fund switch
3. Partial encashment 
4. Pension maturity
5. Risk claim settlement (distributors only)

Customers and distributors who engage with Zurich on the above touch points may be emailed a survey. The survey consists of one key question: "How likely are you to recommend Zurich to a friend, family member or colleague?"

On answering this question the respondent will be given the opportunity to answer a number of service related questions. It will only take a couple of minutes to complete the survey. Customers and distributors who provide Zurich with a low score or a perfect 10 score may be contacted so that we can better understand the reason for their score. The email survey will come from zurich@express.medallia.eu with the subject line: "Take two minutes to tell us how we’re doing."

If you receive a survey, we would encourage you to complete it. If you have any queries regarding our TNPS programme, please do not hesitate to contact your Zurich Broker Consultant.