Customer Success Story

15% higher NPS and 25% less negative feedback at Provinzial Group

Find out how the Provinzial Group uses the CXM software moveXM to improve customer satisfaction, recommendations and customer loyalty across all divisions and touchpoints.


  • +14% Increase in NPS for customer journey 1
  • +15% Increase in NPS for customer journey 2
  • -25% less negative feedback
  • >78% positive feedback

About the Provinzial Group

With more than 15 million insurance policies and over 5,000 employees, the Provinzial Group is one of the largest public insurers in Germany. Various brands are united under the Group, whose business areas cover North Rhine-Westphalia, Schleswig-Holstein, Hamburg, Mecklenburg-Pomerania and parts of Rhineland-Palatinate.

The Group combines experience and tradition, so that all parts of the Group benefit from the combined strength and new synergies.

"At Provinzial, we have a clear focus on our customers. We recognize the immense value of customer feedback and loyalty, especially in times of digital transformation and regulatory challenges.

We believe that modern technology is not only essential in managing the customer experience, but also a smart investment. It pays off - both through increased customer satisfaction and optimized workflows."

Björn Bauschus, Head of Customer Management, Provinzial Group

The challenge

The Provinzial Group offers a wide range of services that benefit customers throughout Germany. The company has a complex structure that spans the Group's brands, divisions and branch offices. In addition, there are various contact channels that are served.

This was to be achieved with the introduction of moveXM:

  • Gain meaningful insights into the experiences of policyholders
  • Identify potential problem areas & initiate improvement measures
  • Optimize quality of customer interaction & increase positive customer feedback
  • Strengthen in times of switching economy & rising consumer expectations

For a large insurance company with thousands of employees, this is a mammoth task. In order to continuously improve the customer experience, it is not only necessary to involve all branch locations and departments, but also to integrate modern CX technologies in order to act on customer feedback.

The solution

With moveXM, a holistic CXM solution was introduced, which the Provinzial Group uses to collect and evaluate customer feedback.

AI-supported text analysis enables complaints to be identified quickly and delegated promptly. Customer comments are categorized by topic and sentiment - without any manual effort. This guarantees proactive and successful processing of customer concerns.

This is facilitated by a bi-directional interface between the existing CRM system and moveXM. Complaints are transferred to the CRM and resolved there in the tried and tested manner. The results then flow back to moveXM and are available for further evaluation.

The solution at a glance:

  • Connection to the CRM system already in use via a bi-directional interface
  • Automatic, AI-supported text analysis for open questions and sentiments
  • Hot alert system for rapid notification of relevant employees
  • Integrated BI solution to gain clear and action-oriented insights




  • Increase of the NPS

    In terms of overall perception, the NPS for two Provinzial Group customer journeys improved by 14% and 15% between 2021 and 2023. A positive NPS indicates that customers are highly willing to recommend the company to others.

  • Positive perception

    The trend towards more positive customer feedback is clear. Negative customer feedback was reduced by a quarter. This demonstrates the overall increase in satisfaction with the company, contact persons and service.

  • More sectors with positive NPS

    The proportion of product sectors with a Net Promoter Score of over 80% - and would therefore actively recommend the company to others - more than doubled in the period from 2021 to 2023.

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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 go in less than 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, automatic text analysis and modern AI, moveXM generates insights based on data. This enables you to increase sales and profitability with minimal effort.

Award-winning software powered 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.

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