How Swiss Re increased CSAT by 27% by standardising its CX program

Swiss Re’s approach to customer experience was disjointed – te ams in different markets were using a variety of solutions with no company-wide view of the customer experience. It meant they were unable to effectively monitor their customer metrics or demonstrate the ROI of their customer experience improvements.

With Qualtrics, our NPS® has risen every year and closing the loop is now seamless.

HOW SWISS RE CLOSED THE EXPERIENCE GAP

A SINGLE SOLUTION ACROSS 25 MARKETS

Swiss Re deployed Qualtrics across 25 markets and 11 languages as the single source of customer, employee and market insights.

STANDARDISED NPS TRACKING

All markets were able to effectively deploy a single NPS® tracker, providing a holistic view of the customer experience.

LINKED TO ROI

Swiss Re were able to combine experience data with the business’ operational data to demonstrate the impact of their customer experience initiatives.

REAL-TIME DATA

Everyone in the organisation has access to real-time data, so they can act on insights quickly and close the loop with customers

FLEXIBLE, EASY-TO-USE PLATFORM

The simple drag-and-drop interface allows anyone to make changes and deploy surveys in minutes.

The value in having a web based, affordable, highly secure insight platform that gives us 24/7 access to data with an intuitive interface where literally anyone can become an expert user in minutes is such a tremendous value to our entire organisation.

27 %

increase in customer satisfaction

+7

increase in NPS in the first 6 months

5x

faster research speed

37 %

increase in stock price since 2013

WHY QUALTRICS?

HIGHLY SECURE PLATFORM

Data remains the IP of Swiss Re to use and refer to in perpetuity

FAST AND FLEXIBLE

Allows Swiss RE to gather insights quicker

REAL-TIME DASHBOARDS

Able to provide actionable insights quicker and to the right people

GLOBAL SOLUTION

Translated into 11 languages

ONE PLATFORM

Having customer, employee and market insights in one platform allows Swiss Re to monitor all the core experiences of their business

Founded in 1863 and headquartered in Zurich, Switzerland, the Swiss Re Group is one of the world’s largest providers of insurance, reinsurance and other forms of risk transfer. Famous for its landmark London skyscraper, popularly known as ‘The Gherkin’, Swiss Re serves a global client base generating over $35 billion in annual revenue with offices in 25 countries.