Going that extra mile leads to satisfied customers
Swiss Life employees go that extra mile to ensure the success of our company. Regular feedback and open dialogue are part of the corporate culture. Swiss Life therefore regularly conducts employee satisfaction surveys with the support of an independent research institute as only engaged employees lead to high customer satisfaction.
In 2013, the Swiss Life Group Corporate Executive Board decided to conduct an employee survey on engagement every two years. The last survey in 2013 again showed a strongly positive picture: The engagement value, consisting of the three components talk positively about their employer, wish to remain at Swiss Life and go that extra mile for the company remained stable for the Swiss Life Group at 60%. This is 6% higher than the average for the European financial industry but 11% below the value achieved by the best employers in the European financial industry (71%).
The France and International market units conducted an extra engagement survey in 2014 to assess the impact of measures they had introduced. Both surveys show high participation levels and substantial increases in engagement :
|Participation rate||Engagement value|
|France||80% (+8%)||61% (+3%)|
|International||93% (+1%)||64% (+3%)|
 Source: Global Employee Engagement Survey, Aon Hewitt 2014
The change to a biennial survey gives the market units more time to complete engagement-enhancing programmes. The initiatives launched during the past year were advanced in all market units.
Here is one example:
The centrally managed market unit Swiss Life Asset Managers is geographically represented in Switzerland, Germany and France. The cultural differences between employees, managers and customers and business partners may lead to misunderstandings. The skills and competencies for successful cooperation are thus required. Under the motto "Sie sagten uns – und wir tun nun" (You told us and now we are doing it), Swiss Life Asset Managers initiated a cross-border initiative on the topics of cooperation across organisational lines and intercultural communication. The aim of the initiative is to overcome preconceptions to recognise and promote common features. In an initial phase, "Lunch & Learn Sessions" were held in all countries. The commonly defined basic principles of intercultural commuication and cooperation across organisational lines were summarised and posted on the intranet in the form of a checklist. In a second phase, workshops on the subject were organised and conducted in all the countries. To improve mutual understanding, many employees also took language courses.
In 2014, a short survey on "Internal customer centricity" was conducted by an independent institute. All employees and managers of the Swiss Life Group Sales Force and Internal Services were included in the survey. The participation rate was over 70% and the index based on nine questions posted a high rating of 74% for the Swiss Life Group. This rating reflects the positive impact of the initiatives launched under the Group-wide programme Swiss Life 2015.