To improve the service of Allianz Indonesia, We want listen to directly the clients voice through telephone, for that, we use the system of Bottom Up NPS (BU NPS). What is BU NPS ?
Bottom Up Net Promoter Score (BU NPS)
BU NPS is tool to measure the loyalty level of our customers to Allianz, where the customers give their score which represents their willingness to recommend Allianz to their families or colleagues, based on their experience on Allianz service (upon certain touchpoints). Other than that, BU NPS allows Allianz to listen the customers voice directly whether in the form of recommendations, appraisals, and complaints that will be used to improve Allianz service.
How is the Mechanism ?
The customer is contacted through random telephone call by a first caller. There is only one question asked, “From the scale of 0 – 10, how likely are you to recommend Allianz to you colleagues or families ?”.
Then they customer is asked for his / her permission to be contacted again by the 2nd caller to provide input based on their experience at certain touch points i.e. claim payment, premium collection, new business policy issuance, etc. The 2nd caller is an employee involved in the touch point process.
What does the score mean ?
The higher the NPS score means the more likeliness of recommend Allianz. In other words, it shows the high level of loyalty of the customers towards Allianz.
On the contrary, if the NPS score is negative, it shows that customers who are willing to recommend Allianz to others are more than those who are willing to and who are loyal to Allianz. In that case, NPS indicates the service quality to customers.
What next ?
Input from customer will be analyzed by related department to determine the root cause. Then we determine a solution upon the effectiveness of that solution to increase customer loyalty could be monitored through the NPS score in the next periods.
BU NPS is a continuing process because it is an on going cycle. So that improvement process on Allianz service could be done as a routine and on going process.