Clear commitments with measurable outcomes
At AXA Assistance we make three core commitments to our clients, and because we're moving from promise to proof, wherever we can we back up our commitments with tangible performance levels.
Attentive - we treat our customers with understanding and consideration, we look after their interests and we reward their loyalty.
80% calls answered in 20 seconds, less than 5% calls abandoned.
Available - we are there whenever and wherever our customers need us, we listen to them and we put their need at the heart of everything we do.
Customer experience is managed and efficiently and effectively. The high service levels we demand from our service providers are continually checked and evaluated, and the results regularly fed back to our clients.
Reliable - we say what we will do, and we do what we say will. In other words we deliver what we promise and we keep our customers fully informed at all times.
Constant monitoring of our customer experience to achieve less than 1% dissatisfaction in our independent customer service surveys, which are available to our clients for evaluation.
Enhancing your customer's experience
As an organisation that has direct contact with our clients' customers, we make every effort to ensure that every contact your customers have with us enhances their experience of your organisation.
From the outset we work with you to make certain that your corporate image and culture is communicated in an appropriate manner whenever your customers contact us.
Whichever AXA Assistance service you use, we work with you to produce a dedicated service-quality plan unique to your organisation that sets out:
- production of protocols
- service level agreements
- quality measures and controls
- ongoing training and development.
We review this plan is with you at regular intervals, to ensure that it evolves alongside the service we supply.
