High quality customer service: APRIL's obsession
For over 25 years, the APRIL group has contributed towards changing the image of insurance by making it simpler and more accessible.
Customer satisfaction is the main obsession of the APRIL group, which was the first company to offer guaranteed reimbursements for healthcare expenses within 48 hours. This ambition to keep things simple is key for increasingly demanding policy holders, who are looking for advice and a local presence, as well as brokers, who are looking for a partner to help them develop. Quick to respond and to react, all the teams in the APRIL group are on hand to listen, to support them and as such to make their daily work easier.
The relentless drive to support customers any time, anywhere
The relations which APRIL has with brokers and end customers is based on understanding their requirements and trust. In order to be accessible by anyone, anywhere, at any time, APRIL relies on the complementary nature of its distribution channels: brokers, its APRIL Mon Assurance network of agencies (in France and in overseas regions) and its call centres, for customers who find it important to talk to their own adviser, in person or over the phone, but also using digital technologies. Customer service remains the focus of APRIL's call centre teams, however the arrival of the internet has changed the state of affairs, with mobile and increasingly interconnected customers.
In order to adapt to its customers' consumption patterns, APRIL has accelerated its digital drive by making the sales process simpler and by offering specific online products such as loan insurance for 18-35 year olds.
Satisfaction surveys to offer continual improvements in the quality of service
At APRIL, everything is designed, analysed, created and managed from the customer's perspective, whether they are brokers or policy holders, with one, single aim: to satisfy them. In order to assess the quality of its products and its level of service, and therefore to assess the level of customer satisfaction, the group carries out several surveys every year, with its brokers but also with businesses and policy holders.
As such, according to the survey run by AVISO from 11th March to 13th April 2015 (using Kati Kawi methodology), 91.9% of brokers surveyed were satisfied with the APRIL companies with which they worked. The group also measures satisfaction through 'Préférence', drawing on 6,000 interviews held with 400 brokers, 1,100 businesses and 4,500 individual policy holders.
In 2015, 90% of policy holders stated that they were satisfied with the quality of APRIL's products and services. In several of the group's companies, APRIL has also implemented the FeedBack tool. This tool offers a way of surveying customers' immediate reactions by text message or email about how satisfied they are, in the wake of their contact with an APRIL adviser. The aim: to be informed about customer satisfaction in real time in order to make improvements.
Finally, APRIL has implemented a tool on its websites to share customer feedback, which enables the latter say whether they were satisfied and make comments about their digital experience.