MAPFRE Sigorta has begun to yield the results of its successful efforts towards customer satisfaction. The company increased its net promoter score (NPS) in 2018, and was rewarded in A.C.E Awards 2019 (Excellent Customer Experience Competition), which was organized by Şikayetvar.com.

According to the results of the survey conducted twice a year by an independent research company, MAPFRE Sigorta was once again the most recommended insurance company by motor insurance customers in 2018. With an NPS of 45 in motor insurance as of 2018, MAPFRE continued to be the market leader in customer experience, and exceeded the average of its competitors by 11 points. Customers listed the most pleasing services of MAPFRE’s motor insurance product as “claims management”, “quality of services provided”, “premiums”, and “policy scope”.

Recommendation rate increased in health insurance as well
According to the same research, MAPFRE Sigorta proved its success in health insurance as well, increasing its NPS in health for the second half of 2018 by 4 points, compared to the first half of the year. NPS of individual customers increased by 7 points.

Excellent customer satisfaction brings rewards!
MAPFRE Sigorta was also rewarded in A.C.E Awards 2019 (Excellent Customer Experience Competition), which was organized by Şikayetvar.com for the fourth time this year.  Şikayetvar.com is Turkey’s first and only platform to measure customer satisfaction. The competition rewarded 38 national and international brands from 21 sectors that best manage their customer satisfaction; and MAPFRE Sigorta was listed among the first three companies. Having ranked fifth in 2017 with a score of 45.8; MAPFRE Sigorta increased its ranking up to second and closed the fourth quarter of 2018 with a score of 55.9, as a result of the successful efforts of its Complaint Management Team. 

Alfredo Munoz: We apply our global customer experience model in Turkey
Alfredo Munoz, General Manager of MAPFRE Sigorta, evaluated the NPS results and Şikayetvar.com award and said: “In 2015, MAPFRE identified a global quality model that is perceived, expected and offered for every customer. This initiative called “MAPFRE Global Customer Experience Model” enabled us to make strategic decisions, improve our quality model according to the requirements of our customers, and make our transition into customer experience management. Both our successful NPS score and the award we received from Şikayetvar.com indicate that MAPFRE Turkey has successfully implemented these strategies. I would like to thank all our colleagues who have contributed in this achievement and our business partners across Turkey that represent our company in the best possible way.”

What is NPS?
NPS (Net Promoter Score) is the most frequent method used to measure customer experience. Statistically, this method is regarded as a metric that has the highest correlation with company growth; and is therefore used very commonly. MAPFRE Sigorta conducts researches to measure its NPS twice a year with the aim of monitoring the improvement in customer experience more closely in motor and health insurance.