Generali Vietnam Life Insurance LLC (Generali Vietnam) has announced the official launch of Net Promoter System (NPS), the first transactional customer satisfaction survey system in the Vietnamese market.

NPS is a tool that measures the willingness of a customer in recommending a brand to family and friends, gauging the customer’s overall satisfaction with a company’s product or service and determining his/her loyalty. Based on such insights, the company can take necessary action to enhance customer experience. Its popularity has grown over the past decade and the tool is now widely used by organisations of all sizes in every industry around the world.

“NPS helps us obtain customer feedback at each and every key touchpoint during their journey with us, from consideration to purchase, claims and renewal. The survey only takes a few minutes to complete, yet provides Generali with a thorough x-ray into our customer’s satisfaction at each touchpoint, for all products and services, by location, by staff and by agent,” Tina Nguyen, chief executive officer of Generali Viet Nam, said.

"We receive real time alerts whenever there is a detractor (an unhappy customer giving us a low score). The uniqueness of Generali’s NPS lies in the fact that we call back all detractors within 48 hours to further understand their responses, address the root cause of their problems, and in the process undertake continuous business improvement for a superior customer experience,” Nguyen said.

Generali Vietnam is a member of Generali Group -- an independent Italian Group with a strong international presence. Following six years of operations, Generali Vietnam currently has somey 160,000 clients, including individuals and insured members of domestic and foreign businesses, in Viet Nam. — VNS