At Grupo SURA we are coherent to our main purpose of generating armonic development for people, organizations and society. Strategy is defined and implemented in all our subsidiaries focused on our clients and their needs. This Strategy generates trust, allows us long term relationship build up and creates added value to clients.
Customers of the companies
| Customer satisfaction | Unit | 2020 | 2021 | 2022 | 2023 | 2024 | Target 2024 |
|---|---|---|---|---|---|---|---|
| Client’s satisfaction | Score from 0 – 100 | 80.4 | 83.7 | 85.6 | 88.5 | 87.4 | 86.1 |
| Data coverage: % of customers surveyed (both respondents and non-respondents out total customers, % of revenues, etc) |
Percentage of customers (statistically significant sample) |
100 | 100 | 100 | 100 | 100 | 100 |
We seek customer satisfaction as a result of the proposed solutions, processes and service experiences designed and executed with high quality standards.
For Grupo SURA, measuring customer satisfaction is a priority. In this line, we monitor customer satisfaction through regional brand tracking since 2019, an exercise with scope in the 8 countries where we operate.
To obtain the result, we were based on the question about experience satisfaction, the options to answer this question has a scale of 1 to 5, and the indicator is calculated based on the percentage of clients who indicated they were satisfied on a scale of 4 or 5, resulting in a score ranging from 0 to 100.
Additional, Suramericana (insurance, trends and risks subsidiary) measures satisfaction through surveys using the QSA (Quality Service Audit), Satisfaction and NPS methodology. And SURA Asset Management (subsidiary for asset management, pensions, savings and investment) uses the globally standardized NPS methodology to measure loyalty and intention to recommend the company.
These results are correlated with customer satisfaction as well with the results of the Reputation Study.
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