Customers of the companies

Customers of the companies

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.


Customer satisfation Unit 2019 2020 2021 2022 Target 2022
Client’s satisfation Score from 0 – 100 81.9 80.4 83.7 85.6 82
Data coverage: % of costumers surveyed (both respondents and non- respondents ) out total customers % of revenues, etc) Percentage of costumers (statistically significant sample) 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 10 countries where we have a presence.

To obtain the result, we were based on the question about experience satisfaction, 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.

Suramericana (insurance, trends and risks subsidiary) measures satisfaction through surveys using the QSA (Quality Service Audit), Satisfaction and NPS methodology.

SURA AM (subsidiary for asset management, pensions, savings and investment) uses the globally standardized NPS methodology to measure loyalty and intention to recommend the company and this result is correlated with customer satisfaction.

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