Customers of Allianz Nigeria have given the company four star rating across different performance metrics in its first full months as Allianz Nigeria.
The company which recently launched in Nigeria said it is leaving no stone unturned in seeking a position of dominance in the local insurance market.
Speaking on the development, Head of Customer Experience at Allianz Nigeria, Uti Ellu said: “We are ecstatic that in our first full month as Allianz Nigeria, our customers have rated us four stars across different performance metrics. Apart from triggering an integrated advertising campaign across many traditional and contemporary platforms, we are determined to make its impact felt by the insurance consumers we cater to.”
Also speaking, Group Head of Retail Operations and Client Services at Allianz Nigeria, Tunji Oshiyoye said that the firm which was recently launched following acquisition by world leading insurer, Allianz, undertook a strategic audit of the business performance across many customer touch points over the last couple of months.
He said: “Our objective was simply to make feedback from our retail customers more intuitive and digital by default. We launched an API that integrates to our insurance suite and generates a link to rate the company following any consumer interaction such as policy inception or claims settlement.”
According to him, the customer receives an email prompting them to follow a link and rate their satisfaction level on a 1-5 scale. The aggregated score from the nearly 500 customers that have rated the company puts the company at four stars effectively scoring 80 percent in customer satisfaction, he stated.
Ellu said: “Whereas we find this very encouraging, we will not rest on our oars. As one of the world’s most trusted insurance providers, we are duty-bound to provide the highest levels of customer satisfaction possible.”
She explained that in the coming months, the rating prompter will be tailored to the particular phase of the customer journey in order to elicit very specific and actionable customer feedback.