Zurich launches first Transactional Net Promoter Score

Customer centricity is a key pillar of our growth strategy. In order to drive improvement in customer services, Zurich Insurance (Hong Kong) introduces for the first time Transactional Net Promoter Score (T-NPS) - a direct and instant way to collect customer's feedback and gauge customers' satisfaction level continuously.

T-NPS measures the level of customer advocacy related to a specific transaction. We have identified three touch points where customers will be invited to an online survey after they finish a transaction/use our services. The three touch points include new sales, First Notice of Loss (FNOL) and claims settlement. In the online survey, customers will rate our service on a scale of 0 to 10 which indicates they are:

• Promoters (ratings of 9 or 10) - loyal enthusiasts who will return and be an advocate
• Passives (ratings of 7 or 8) - satisfied but wouldn't voice their advocacy
• Detractors (ratings of 6 or below) - dissatisfied with the service and therefore may relay negative feedback to others

We will then follow up with every Detractor in a timely manner to discuss their feedback in details, so that we can better understand the underlying drivers for both good and bad customer experience, identify areas of improvement and turn it into business actions.

We hope this interactive platform between Zurich and our customer will help us make a great leap towards customer centricity.