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||2018*||2019||2020||2021||Target 2022|
|Client’s satisfation by the brand traking study study||Score from 0 – 100||77.2||81.9||80.4||83.7||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|
*For the 2018 indicator, we used the information from the reputation survey, a study we used until 2021, and which we replaced with the Brand Tracking for having a specific question about satisfaction.
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 based ourselves 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) 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.
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, for 2021 the result of this indicator was 37.