Voice of Customer

Continuous dialogue with customers plays a strategic role for the Unipol Group, in order to understand their needs, present an adequate supply of products and services, and build a lasting relationship of trust

The Value of Listening to our customers

The Unipol Group, in line with market standards, has developed an advanced customer feedback model called “Voice of Customer" (VoC). 

VoC is a programme based on continuous listening and monitoring of customer satisfaction, which involves the distribution of satisfaction questionnaires to customers who have interacted with the company, analysing the results, and phone re-contacting of some customers who - in responding to the questionnaires - provided particularly interesting information to be explored further in order to understand the reasons why and collect all the most useful elements to fully evaluate their experience with Unipol.

VoC Framework

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*The questionnaires sent are optional, comply with privacy regulations, and do not entail any obligation for the customer.

The data and information collected enable a better understanding of customer needs and expectations in order to identify improvements and quickly respond to their needs, constantly optimising services and making them increasingly personalised and innovative to keep pace with a constantly evolving market.

Key VoC benefits

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Personalisation and optimisation of services offered

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Fidelizzazione

Increased customer loyalty

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Improved corporate reputation

VoC in numbers: 2024 update

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Questionnaires active for the main business areas

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Items of feedback received since the Programme was activated

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Improvement initiatives identified by listening to Voice of Customer

For more information about the results achieved by VoC, see the dedicated page on unipol.it.