RepTrak® Model

Reputation Management

RepTrak® Model of the Reputation Institute

The project design applies the RepTrak® model of the Reputation Institute, an authoritative international framework that measures reputation, identifies the factors that guide it and allows companies to track and compare their performance with respect to competitors. RepTrak® is the first standardized tool, integrated across the world, to frame and measure the corporate reputation with several stakeholder groups at the international level.

The heart of the RepTrak® model is Pulse, i.e. the emotional factor, which makes it possible to create a link between stakeholders and the Company and allows it to measure strengths based on four attributes: esteem, trust, admire and feeling. The soundness, or otherwise, of the link determines the Company’s reputation. 

The Reputation Institute has identified 7 rational factors that represent the “rationale” of reputation on which work can be done to change perceptions and therefore the behavior of stakeholders:  

  1. Products & Services
  2. Innovation
  3. Workplace
  4. Governance
  5. Citizenship
  6. Leadership
  7. Performance 

The RepTrak® Model

The RepTrak® index is the common metric adopted both for building and protecting Reputation and represents a link between the two souls of the integrated project as it forms its central hub thanks to its strong correlation with the stakeholders’ behavior of support, such as the stakeholders’ willingness to buy, recommend and invest, and with business variables, such as profit and market capitalization.

Product & Services

  1. Provides safe, reliable products and services that keep promises
  2. Ensures timely claims management
  3. Provides products and services that are transparent and easily understood by all customers
  4. It offers complete and modular insurance solutions, which the customer can customize by integrating innovative coverage and services for mobility, health, social security and home
  5. The completeness of coverage, quality of the service and unique nature of the range of products and services are worth the price
  6. It offers timely and professional assistance at every stage of the contract, supported using new technologies to better understand the customer's needs and propose personalized and timely solutions, capable of evolving with their needs
  7. Makes a vast range of contact points available (network of agencies, apps, digital channels, bancassurance channel) to ensure speed, accessibility and a positive, fluid relationship between the insurance company and the customers

Innovation

  1. It is capable of collecting, organising and managing data to add benefits to customer solutions
  2. It has updated tools, skills and infrastructure in line with technological developments in the industry
  3. It is strongly oriented towards the digitalization of its services, integrating cutting-edge technologies - such as artificial intelligence - to improve efficiency, simplicity and quality of the experience
  4. It has an innovative and distinctive offer, which also evolves through the selective use of emerging technologies such as AI

Workplace

  1. Rewards employees in an appropriate and personalized manner
  2. Is made up of professionals who are passionate about what they do
  3. It values and promotes inclusivity at work
  4. Cares about the current and future health and well-being of its employees, also with concrete tools (e.g. insurance coverage)
  5. Invests in the continuous development of internal skills to address technological innovation and maintain a high attractiveness towards talent

Conduct

  1. It operates fairly and ethically
  2. It has pro-active relations with institutions to define policies in areas of national interest (healthcare, pension schemes, new mobility, climate change, etc.)
  3. Its relations with its stakeholders are transparent

Citizenship

  1. It actively contributes to the fighting and adaptation to climate change
  2. It invests and funds initiatives linked to the world of sport, culture and youth
  3. It is close to the territory, to the communities and to the people
  4. It actively responds to major social challenges such as the aging of the population, the promotion of well-being and financial inclusion

Leadership

  1. It has charismatic leadership
  2. It has a network of highly specialised agencies spread throughout the national territory and integrated with the digital channels made available by the Group
  3. It has a management team capable of interpreting and managing market challenges over time
  4. It is a step ahead of other insurance companies
  5. It is a leading player in the financial sector and a driver of growth for the country, alongside families, businesses and work

Performance

  1. It guarantees financial performance that is in line with or better than the industry average
  2. It has excellent growth prospects
  3. It always keeps its promises in terms of results
  4. The asset structure in the long term is solid and sustainable