Customers
In order to monitor and guarantee efficiency throughout the customers’ relationship process with the Company, Liberty Seguros attempts to get close to this audience. In this context, it carries out about 48 thousand NPS (Net Promoter Score) surveys a year, which enables assessing the level of satisfaction in relation to a number of points, including products, services and customer service, which generates subsidies for continuous improvement. Between 2012 and 2016, the NPS rose by 22%. In addition, the Company measures performance on 14 specific occasions that may generate satisfaction or frustration, such as during inspections, in the case of claims and when renewing insurance, for example. These are the “moments of truth”, which are surveyed on a monthly basis as a way of qualifying and accompanying the insured’s journey.
The Company also maintains customer-focused programs, such as the Clube Liberty (Liberty Club); customer service channels and actions to facilitate the insured’s day-to-day life and ensure safety. One highlight is the Relationship Scale, through which the client receives a number of communications during the relationship with the Company, ranging from descriptions of what was contracted and explanations regarding how to use their insurance and even tips on car maintenance.
Relationship differentials
Created with the aim of strengthening the relationship with customers and brokers, Liberty Club is a benefits platform by means of which the insureds have access to offers and discounts on products and services throughout Brazil. These benefits can be checked out on the Company’s website, in the Espaço Cliente (Customer Space), which was improved in 2016 with new features such as an interface for mobile devices and filters by geolocation.
In addition to different products and coverages to meet specific demands, Liberty’s customers also benefit from constant innovations. One of the highlights in 2016 was the automobile damage inspection at home program, an initiative that reinforces the commitment to exceptional service for those who are insured. This action first started off as a pilot program in the municipality of Sorocaba, in the State of São Paulo, and will be extended to other cities before the end of 2017. In addition to the convenience of not having to go to a repair shop or service station, the program provides safety, speed and quality in terms of the inspection carried out by Liberty Seguros’ specialized employees. During the course of the visit, the customer also receives the price quote and guidelines regarding the claims process, as well as the customer service channels. Authorization for the repair is given on the spot and the expert electronically presents the recommended repair shops to which the customer can go with the pre-approved quote. Another new feature in the year included the possibility for customers of the products Residence, Life and Personal Accidents to report accidents online.
Communication channels
The insureds have various means at their disposal for communicating with Liberty Seguros, which maintains a 24-hour customer service and assistance call center, an online chat and contacts by SMS, Skype and e-mail, among others. Communication and information is also available via social media. In 2016, in order to stress its willingness to ensure the customer’s peace of mind in a variety of situations, the Company launched the series #DeuRuim (It Went Wrong), made up of videos that deal with the coverage and assistance offered under Auto, Life and Residence Insurance in a good-humored way. From sanitization of automobiles in the case of flooding to responsible disposal of furniture, an including personal fitness assistance, the videos end up reminding insureds that with Liberty Seguros #estatudobem (Everything Is Ok).
The Company also improved its website during the year, offering greater usability and enabling a better experience in terms of accessing products, services, guidelines and customer service channels, including videos and images for understanding the services.
Ombudsman G4-57|G4-58
The Operations and Claims area manages 100% of the complaints received by Liberty Seguros from all of the communication channels, such as telephone, chat and social media. For this task, the company counts on the collaboration and engagement of all the departments for quick identification and solution of problems, guaranteeing excellence in terms of customer service, which is something that can be translated by the award that was given by the website Reclame Aqui.
In addition to managing these communications, the Operations and Claims area invests in monitoring the call center in order to ensure the standard and quality of the interactions with both customers and brokers.
