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Customer centricity

Customer centricity is a strategic thrust of Swiss Life. The company has launched various initiatives in recent years with an eye to further strengthening Swiss Life’s customer centricity. These initiatives are centrally coordinated and meticulously analysed and assessed.

External perspective: Direct customer feedback

Swiss Life collaborates with an independent market research institute to carry out continuous assessments of customer feedback at the key contact points. This involves asking customers from various segments about their experience, their satisfaction and their willingness to recommend Swiss Life directly following contact with the company. Dissatisfied customers, or those less willing to recommend, are contacted within 48 hours by Swiss Life, provided they have agreed to such contact. The reason for getting in touch with the customer is to understand precisely the reasons for the negative assessment and to offer an appropriate solution.