OREANDA-NEWS. November 30, 2011. Allianz Ukraine Insurance Company have conducted the quarterly monitoring of service quality provided to customers, who have a voluntary medical insurance policy. Based on Q3 2011 results, customer loyalty level grew by 1.33% compared to Q2 and amounted to 57.33%.

Regular monitoring of customer service quality shows that the insured don't always distinguish between service quality at an insurance company and in a clinic. That is, a doctor's unfriendliness, even if he/she is a professional, might cause negative opinion on customer service quality at the insurance company.

"For our customer to be satisfied, it's not enough to provide high quality service within the company. We need to require the appropriate customer service quality from medical establishments and select only the most reliable partners. The feedback received while conducting the study is a means of developing our partnership with medical establishments and enhancing customer service quality within the company. Based on the information received from our customers, we define the weakest points and make the necessary changes: toughen the requirements for the clinics, dialogue with the doctors. Only such integral work ensures steady growth of the total number of policy holders, who are ready to recommend us to their friends and acquaintances" – says Nikolay Velichko, Head of Personal Insurance Center at Allianz Ukraine.

The NPS-based study (NPS - net promoter score) was conducted in October and covered the company's voluntary medical insurance customers, who filed a claim in July-September 2011. All policy holders were asked two questions on a 0 to 10 rating scale: "How likely is it that you would recommend our company to a friend or acquaintance?" and "Why?" Based on their answers, the customers were divided into 3 groups. Those who rated their loyalty at 9 or 10 points were classified as "everybody is a promoter" (64%). Policy holders satisfied with customer service quality at 7-8 points were referred to "everybody is neutral" (29.33% of the respondents). Only 6.67% of customers were referred to "everybody is a detractor" based on their rates from 0 to 6. Net promoter score (NPS) was calculated based on the difference between the number of promoters ready to recommend the company to a friend or acquaintance and detractors dissatisfied with the customer service quality. Based on October study results, NPS amounted to 57.33% (64.33% - 6.67%). In June, NPS was 56%.