Career Development: Axa Insurance secures industry first for customer experience

IIC, one of the UK’s leading independent customer satisfaction assessment consultancies, assessed Axa on brokers’ perception of the business against a variety of dimensions including understanding and meeting customer needs and delivering a consistent high quality customer experience that creates genuine customer loyalty and delight.

It has taken Axa three years to achieve the rating, having started the assessment process in 2012. Across all sectors only 40 companies have achieved the highest three star IIC rating, with only six of these from the insurance sector – Bluefin, Bruce Stevenson, Jelf, Gallagher Heath, Ageas Personal Lines and Questgates.

Commenting on the results, Amanda Blanc, CEO, Axa UK & Ireland General Insurance, said: “IIC is now widely recognised as the benchmark to articulate the delivery of customer satisfaction. It has been a long road getting to this but it has been well worth it.

“We are really proud to have achieved this three star rating and it gives me every confidence that what we have achieved in the broker market since 2010 is no flash in the pan. It is real and it is permanent and the IIC is telling us that we are delivering what brokers want.”

Charlie Williams, Net Promoter Certified Associate, added: “It is the continual year-on-year improvement and also senior management commitment that has delivered this achievement for both of Axa’s broker businesses.

“The difference with Axa is that it has engaged with its customers and then concentrated on educating the internal Axa teams on what their brokers really need and value. Finally, they have focused on consistently delivering against these needs to create genuine trust and advocacy.”