Allianz Trade

Allianz Trade hears what customers really experience, in their own language

Allianz Trade wants to know what its service is worth to every credit-insured customer. We collect that feedback around the moments that count in a policy year, and follow up personally in the customer's own language.

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The challenge

Knowing what the service is really worth to every credit-insured customer, in every country and every language Allianz Trade works in.

Project

Customer feedback at policy moments

Client

Allianz Trade

Solution

NPS at the policy moments, with personal follow-up and Root Cause Analysis

Onze aanpak

Feedback at the two moments that really count in a policy year

We measure at the two moments that count in a policy year: when the policy starts and when it ends. As soon as a customer reaches one of those moments, the invitation goes out automatically. That runs continuously, not in waves.

The short questionnaire uses our smart three-question method. The customer gives a score, explains it in their own words and picks the subject that explanation belongs to. Every score lands on a concrete part of the service, from first contact to settlement.

The questionnaire adapts to the customer. What we ask next depends on the score someone has just given, so a satisfied customer gets something different from a dissatisfied one.

Every response arrives with its context, so a score is never a loose number but always something you can place. Where the invitation does not reach a contact, we follow up by phone, in the customer’s own language. We track that follow-up until everyone we want to speak to has been heard.

Feedback at the two moments that really count in a policy year

Resultaten

The conversation delivers the feedback Allianz Trade can act on

Where the email does not reach a contact, we call. A conversation gives more than a score: an explanation, and sometimes a question that reaches the account manager the same day.

Account management follows the trend, reads the responses and calls the detractors. That way any bad feeling is cleared before the renewal conversation starts.

We do the follow-up ourselves, always in the customer’s language. Per country we keep track of who is still to be called and how much response is in, so Allianz Trade and we see straight away where it is lagging.

Eindconclusie

Insight that leads to results, every policy year again

Allianz Trade and CYS have worked together since 2017, and over those years we have kept refining the approach so it fits the practice of credit insurance. What started in the Netherlands now runs in Belgium too, in three languages. Feedback has become a fixed instrument to steer by, and we keep thinking along about where the next gain sits.

“

A score without a story does not get us any further. Because CYS really gets our customers on the phone, we know what is behind it and we can act on it.

Allianz Trade • Head of Marketing Benelux

Niels de Bever

“

Customer feedback only becomes truly valuable when it helps our teams respond better to what our customers need. Thanks to the personal approach of CYS, we don't just receive scores, but above all concrete insights our people can use to make a difference every day.