Enhancing customer experience
Putting the customer's interests first
A key component of our approach to customer centricity is our commitment to providing customers the right products for their needs, clearly explaining the potential risks and returns, and at a fair price.
Furthermore, our products must be appealing and easy to understand. We put a lot of effort into making our policies simple and clear.
To make it easy for customers to access our products and services, we use a multi-channel strategy that is constantly evolving.
We constantly engage with our customers to gain their feedback so we can improve our performance. To learn more about our customers’ satisfaction and loyalty, we use the Net Promoter Score (NPS). Across NN Group, we have gathered around 400,000 responses from customers and we are working to act on each of them.
Creating products and services that add social and environmental value
Like the government, business has a role to play in the transition to a sustainable economy. By creating products and services that add environmental and social value, and by engaging with customers on these topics, NN Group is playing its part.
We create products that add environmental value. Our sustainable products include pay-as-you-drive car insurance, such as VOOROP© and Hello Mobility, and prepaid car insurance products like Bundelz and Clixx. We insure electric vehicles, and NN Belgium offers a specific insurance for E-Bikes. In addition, our products Powerly and ElektraGarant focus on sustainable living. We also are a partner of klimaatplein.nl, with whom we have developed a climate change prevention scan for companies and institutions.
We create products that add social value by reaching out to more vulnerable groups in society or by creating products and services that address a specific issue. An example is ‘For You’, available in Spain. This is a community platform specially designed for women. More than financial support, it offers information about the prevention and treatment of breast and genital cancer. We offer a similar concept in Poland.
Offering guidance and financial education
We invest in educating people about finance and raise their awareness through campaigns and tools that help our customers understand the advantages and risks associated with insurance products and services, so they can make more informed decisions.
Helping people make better financial decisions
There is only one way to create long-lasting profitability and that is by making customers happy. They are loyal, buy additional products and introduce friends and family to NN.
At NN, we want to empower our customers to make better financial decisions. We do so by offering transparent products, clear communication and relevant information.