To continue to deliver exceptional products and services to our partners and their customers Auto & General has invested heavily in Customer Service Quality analysis and is at the forefront of Net Promoter Score and service quality monitoring.
Our NPS reporting model is entirely configurable down to operator level across our Sales, Service, and Claims teams. It also allows us to track results at a brand level to allow our Partners to view customer experience feedback and NPS results for their own brands.
The key metrics we currently measure are:
- NPS – Company Level
- Ease of Doing Business
- Customer Satisfaction (by Agent)