AXA is conducting a “major” group-wide project to measure customer satisfaction, AXA Group chairman and chief executive Henri de Castries said.
De Castries said service quality is “essential” to the growth of the business, but at present it cannot be fully measured after the point of sale.
He said the project would look at both the quality of the sale and the quality of service “a long time” after the sale, for example when a claim is made.
“We need to have more precise indications of service,” he said.
