Insurance Times Awards 2022: Zurich’s customer experience vision reaps ‘strong improvements across customer and financial measures’

Explain briefly about your entry in the Customer Champion of the Year - Insurer category. 

In a time of accelerated customer and digital change, we set out a bold customer led manifesto that positions Zurich as a disrupter, not the disrupted. 

To achieve this, we launched our new Zurich customer experience vision across the organisation. We want to use every Zurich experience to build a meaningful relationship with our customers and become a trusted partner.

This is supported by a set of six principles and 34 customer experience standards that are tangible and provide measurable ways of understanding our progress.

They help us to build stronger relationships, express what makes Zurich unique and enable us to adapt to changing customer needs.

What do you think makes your entry stand out or different from your competition?

Since launching our customer experience vision, we have seen strong improvements across customer and financial measures.

Customer satisfaction has steadily increased – our transactional Net Promoter Score (tNPS) increased from +40 in 2019 to +59 in 2021. Our business operating profit mirrors these increases, going from £50m in 2017 to £371m in 2021.

What would winning this award mean to you and your firm?

We are working hard to make Zurich a truly customer-centric organisation and to build more meaningful relationships with our customers.

Winning this award would reflect the work we have put in to better understanding customer needs and improving the experience they have with us.