Our customers

 

75%

Our ambition is for at least 75% of our businesses to be rated by their customers as Loyalty Leader or Above Market in terms of Net Promoter Score (NPS)

We strive to be a trusted partner for our customers and put them at the heart of everything we do. By working to continually improve the quality of service we provide, incorporating sustainable and responsible business practices into our products and services, and combating insurance fraud, we aim to meet the needs of our customers now and in the future.

We want to build relationships with our customers that are based on trust, so that they recommend us to others.

Managing complaints well is a top priority for us, so we ensure that Group-wide quality standards are met in handling complaints and that our customers are treated fairly. We also regard complaints as another important source of customer feedback so we analyse them to implement improvements.

Net Promoter Score (NPS), a measurement of a customer's willingness to recommend Allianz, is the key measure for customer loyalty and we measure this regularly.

We constantly monitor customer feedback to improve our service and managing complaints well is a top priority for us to ensure that our customers are treated fairly. 

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Year Commercial Engineering Petplan
2018 Loyalty leader Loyalty leader Above market
2017 Loyalty leader Loyalty leader Above market
2016 Loyalty leader Loyalty leader Above market

Commercial and Engineering are Broker NPS results.