We've set the goal to become closer to our customers – or, as we call it, to become truly customer-centric. We set a target to become the 'most recommended by our customers'.
We serve our customers' need for financial security throughout their lifetimes by providing digitally enabled, omni-channel, accessible solutions and superior customer experience.
Foremost in our accelerated drive toward this goal is the continuation of our technology-push to get closer to, and better understand, our customers.
We will create and enhance existing products and services to bring clarity and simplicity.
We will provide relevant information and insights, and will respond quickly and efficiently to prove we deserve the trust afforded to us by our customers.
What steps are we taking to improve customer loyalty?
- Offer solutions across the lifecycle
- Provide omni-channel distribution
- Expand guidance and advice capabilities
- Engage directly and connect digitally with our customers
- Sustain trusted brands
What performance indicators do we use?
- NPS performance (benchmarked vs peers)
- NPS coverage