Leading national insurer Apia has been recognised as the most recommended insurance company in Australia, according to an internationally recognised customer loyalty measure.
Apia led the way with a high score of +69 in the renowned 2009 Net Promoters Score. Far ahead of its competitors, the average score for this category was only +2. Net Promoters is a customer loyalty measure which asks people – how likely is it that you would recommend company x to other people?
Apia’s outstanding performance demonstrates the importance of offering customers a truly great experience, especially through its tailored value proposition aimed at over 50s.
This achievement recognises that customers really value Apia’s tailored offering. It also shows that people trust and value the recommendations of friends and family.
“At Apia, we strive to deliver a high level of service to customers and provide products and service solutions that display an intimate understanding of their needs and life-stage requirements. This high score is an acknowledgement that we are delivering on this.
“Our dedicated service is especially shown at claim time; they say no one knows their insurance company until they make a claim, so that’s the time we have to stand up,” said Geoff Keogh, Apia Executive Manager.
Only 7 out of 31 organisations in the study achieved positive scores. Of this, Apia and Bendigo Bank were the only companies to achieve world class results, with Apia scoring the top result.
“This score recognises our focus on having a tailored and holistic customer approach which incorporates product, promotion and service aspects from end to end rather than just focusing specifically on one area.
“It shows that how our frontline staff interact with customers and make them feel is very important. Our customers appreciate the simplicity and consistency of our service. At Apia, our multi-skilled staff are capable of providing customers with a single point of contact. Calls are also not timed so customers can take as long as they need,” said Mr Keogh.
This achievement also highlights Apia’s strong internal culture. A positive comment about staff invariably means a high net promoter score from the customer.
Apia is a specialist insurer for people over 50. It provides a full range of home and contents, car, caravan, motorhome and boat insurance and has a network of 34 branches across Australia, serving almost 700,000 customers.
The Net Promoter Score provides a benchmark that is intuitive, easy to understand, transparently comparable with other brands and has been shown to have a strong link to business economics such as organisational growth. This study focuses on industries within the service sector. The 5 categories included banking, mobile networks, health insurance, property insurance and online shopping. For further information, please see http://www.engagedmarketing.com.au/
Media information: Kirsten McLennan, Apia Public Relations Manager, ph 03 8520 1895 / 0466130046
Apia led the way with a high score of +69 in the renowned 2009 Net Promoters Score. Far ahead of its competitors, the average score for this category was only +2. Net Promoters is a customer loyalty measure which asks people – how likely is it that you would recommend company x to other people?
Apia’s outstanding performance demonstrates the importance of offering customers a truly great experience, especially through its tailored value proposition aimed at over 50s.
This achievement recognises that customers really value Apia’s tailored offering. It also shows that people trust and value the recommendations of friends and family.
“At Apia, we strive to deliver a high level of service to customers and provide products and service solutions that display an intimate understanding of their needs and life-stage requirements. This high score is an acknowledgement that we are delivering on this.
“Our dedicated service is especially shown at claim time; they say no one knows their insurance company until they make a claim, so that’s the time we have to stand up,” said Geoff Keogh, Apia Executive Manager.
Only 7 out of 31 organisations in the study achieved positive scores. Of this, Apia and Bendigo Bank were the only companies to achieve world class results, with Apia scoring the top result.
“This score recognises our focus on having a tailored and holistic customer approach which incorporates product, promotion and service aspects from end to end rather than just focusing specifically on one area.
“It shows that how our frontline staff interact with customers and make them feel is very important. Our customers appreciate the simplicity and consistency of our service. At Apia, our multi-skilled staff are capable of providing customers with a single point of contact. Calls are also not timed so customers can take as long as they need,” said Mr Keogh.
This achievement also highlights Apia’s strong internal culture. A positive comment about staff invariably means a high net promoter score from the customer.
Apia is a specialist insurer for people over 50. It provides a full range of home and contents, car, caravan, motorhome and boat insurance and has a network of 34 branches across Australia, serving almost 700,000 customers.
The Net Promoter Score provides a benchmark that is intuitive, easy to understand, transparently comparable with other brands and has been shown to have a strong link to business economics such as organisational growth. This study focuses on industries within the service sector. The 5 categories included banking, mobile networks, health insurance, property insurance and online shopping. For further information, please see http://www.engagedmarketing.com.au/
Media information: Kirsten McLennan, Apia Public Relations Manager, ph 03 8520 1895 / 0466130046
