Our expertise • solutions

Customer experience

We make customer satisfaction a real priority in the deployment and management of insurance programmes.

SPB stands out due to its expertise in marketing and customer experience. We make customer experience a major part of the deployment and management of our programmes.

 
 
 

Satisfying your customers is our priority

We design and develop customer journeys adapted to your customers' uses: mobile first, mobile applications, policyholder spaces, electronic signature, chatbot, etc. Our managers are at their disposal. Happy customers, whose requests are satisfied simply and quickly, and who interact with our managers through a channel of their choice (phone, email, SMS, chat, etc.), will be all the more loyal to your brand.

 

We measure your customers' satisfaction by monitoring indicators (Net Promoter Score, Customer Effort Score, Customer Satisfaction). By collecting and analysing quantitative and qualitative information and conducting targeted research, we are able to continuously improve customer experience across all policyholder interaction channels. Customer Journey Mapping (mystery shopper) allows us to identify best practice and create effective standards.

Continuously improving customer experience

 

Optimising the readability and understanding of warranties

The quality of customer experience is one of the crucial factors in the implementation of embedded insurance. Based on user feedback and technological developments, we suggest that you upgrade the products offered in order to increase customer satisfaction. Our insurance expertise allows us to improve the readability and understanding of warranties to make them simple to understand, thereby improving customer experience.