Customer Satisfaction Unit FY 2016 FY 2017 FY 2018 FY 2019 What was your target for FY 2019?

Please specify approach used

QSA (Quality Service Audit) methodology.

Please specify unit

1 to 5;5 is excellent and 1 is bad

4.55 4.58 4.53 4.54 4.6

Data coverage: % of customers surveyed (both respondents and non-respondents) out of total customers, % of revenues, etc.

Percentage of customers Suramericana Colombia (statistic sample)

100 100 100 100  

According to the purpose of the Grupo Empresarial SURA to create well-being and sustainable development for people, organizations, and society, in each of the subsidiaries, the strategy is defined and executed with a permanent focus on customers and their needs. In this sense, permanent satisfaction is the consequence of solutions, processes, and service experiences that are designed and executed with high-quality standards, generate trust, allow building long-term relationships and create added value for clients
The measurement of customer experience is carried out using multiple methods, approaches and perspectives according to the business core and context of the subsidiaries, which provides a holistic view of customer interaction at different times, circumstances, places and service channels.

Suramericana (insurance, trends and risks subsidiary) measures satisfaction through surveys using the QSA (Quality Service Audit) methodology, which measures perception in terms of general satisfaction, loyalty and recommendation.

Until 2017, the measurement process considered the voluntary insurance company only. As of 2018, it joined mandatory insurance companies (ARL, EPS, IPS, Dinámica and CGR), including them in the satisfaction measurement processes, which caused a decrease in the total result. This decrease coincides with an internal review and adjustment of the processes historically contemplated for customer satisfaction measurement in order to maintain challenging objectives and preserve consistency with the company’s strategic plan.The table above, with the numerical results, shows only the data for Colombia´s subsidiary because it includes the relational and transactional levels in the study

SURA AM (subsidiary for asset management, pensions, savings and investment) recognizes the importance of the customer experience, setting objectives such as: acquiring brand knowledge, building trust as a differentiating element that creates an emotional bond with the client and cultivate the willingness to choose SURA services. Accordingly, the company uses the globally standardized NPS methodology to measure loyalty and intention to recommend the company and this result is correlated with customer satisfaction.