Customer Success Story
How a German insurer was able to increase its NPS by over 38%
Find out how customer experience management with moveXM has led to greater customer satisfaction and loyalty.
- +38% Increase of NPS
- +51000 Collected feedback
- >90% Response rate
- +4 Years of cooperation
About our customer
With more than 15 million insurance contracts and over 5,000 employees, our client is one of the largest public insurance companies in Germany. A customer-centric corporate philosophy is the basis for the continuous further development of processes and services.
Our client relies on a network of over 1,300 agencies that function as personal points of contact for policyholders locally. In addition to these traditional advisory and sales channels, our client maintains digital offerings and contact channels.
The challenge
An omnichannel approach, as practiced by our client, means that countless interactions take place across different channels every day. Each of these interactions between the insurance company and the policyholder can contain valuable information for improving the customer experience.
A central repository for the accumulated data becomes a decisive factor for cross-company collaboration.
For a large insurance company with thousands of employees, this is a huge task. In order to continuously improve the customer experience, it is not only necessary to involve all departments and branches - agencies and partners must also be part of the process, across all business.
The results
Increase in NPS, valuable feedback, positive change in sentiment
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Increase in NPS by 38%
In terms of overall perception, the NPS value increased by 38%. Selected divisions show an even higher increase. An outstanding average NPS score of 70 is evidence of customers' very high willingness to recommend the company to others.
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More than 51,000 customer feedbacks
The response rate of 97% for open questions underlines the successful implementation of this approach. The goal of obtaining more feedback was achieved. In terms of total figures, over 51,000 surveys have been recorded and evaluated since the end of 2020.
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Positive perception of the company
An improvement of around 5% in positive sentiment demonstrates the overall increase in satisfaction with the company, contact persons and service. This is supported by an overall very positive sentiment in open text comments.
Learn more about moveXM
- HOSTED & MADE IN GERMANY
- DATA STORAGE IN GERMANY
- CERTIFIED DATA SECURITY ISO 27001
- CERTIFIED QUALITY MANAGEMENT ISO 9001:2015
Start simple, scale flexibly
moveXM offers companies of all sizes and industries a quick, easy entry into CX management. With flexible scaling options, you can unleash your full potential - tailored to your needs.
Ready to start in under 2 hours
After just 2 hours of setup and live onboarding, you'll be ready to create outstanding customer experiences. Within 15 minutes, you can create questionnaires and collect feedback.
Gain insights automatically
With intuitive dashboards, automated text analytics, and advanced AI, moveXM generates insights based on data. This helps you achieve more revenue and profitability with minimal effort.
Award winning software supported by humans
With moveXM, you no longer leave customer satisfaction to chance. Our software is certified for security and quality. Create an excellent customer experience - with excellent software.
Don't just watch any longer
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