Increasing broker satisfaction to grow your market share

Baloise Insurance is part of the Swiss holding company Baloise Group. This insurance company has a network of brokers, partner-brokers and non-partners, who are responsible for offering insurance solutions for individuals and companies. Their revenues and growth depend on the results achieved by the brokers who sell their insurance products. Baloise want to increase their growth, they want to evaluate the level of satisfaction of their brokers thanks to customer feedback.

Their challenges:

1. Understand what drives the broker satisfaction and NPS. As the first point of contact, brokers have a great influence on water the end-customer will purchase a Baloise product or not.

2. Establishing a customer-centric mindset throughout the company. Customer centricity is a top priority for the insurer, they want everyone in the organization to understand the impact they have on the customer.

3. Prioritize customer issues based on the data. The CX team at Baloise writes recommendations for executive management. Customer data helps to support their recommendations and give targeted advice. To write recommendations for management, Gert needs to base his reports on enough customer data.

✔️ Baloise Insurance increased broker satisfaction thanks to customer feedback.

✔️ Baloise Insurance ensures the cost-effectiveness of product improvements by combining feedback insights with operational data using an all-in-one feedback platform.

✔️ Thanks to high response rates (55%), Baloise was able to define concrete improvements both on a strategic as on an operational level.