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Customer survey 2020: Your expectations are our priority

12 November 2020

 

In August 2020, we launched our global customer satisfaction survey. It was conducted in three languages (English, German and French) and on 5 continents. We aimed to collect the opinions of our current customers, as well as those who used our services in the past. The main objective of the survey was to gather feedback (REX) and suggestions and expectations from our policyholders. The idea was to enhance the customer experience from the first contact and throughout the entire duration of the cover.

We place a lot of importance on questioning and challenging ourselves, making the changes that have a positive impact on customer satisfaction. The result of this survey also allows to shape Foyer Global Health for the future. We are happy to share some key elements with you.

 

 

Excellent/Good first contact with the company in 9 out of 10 cases

More than 90% of our policyholders were satisfied with their first contact with our expert teams. They appreciated receiving a quick and personalized follow-up as soon as they requested a quote. They are delighted to have been put in touch with a professional contact and the advice received.

93% of our customers have a good perception of our brand

We have noticed that a high proportion of former clients still have a very good perception of Foyer Global Health, confirming that the great majority of our clients have had an enjoyable experience. Furthermore, we noticed high level of recommendations by clients who were satisfied by their experience when dealing with our teams.

High satisfaction rate with claims reimbursement

The satisfaction rate of clients during the life cycle of their policy with Foyer Global Health is an important indicator. According to the survey, 75% of past and present clients consider the reimbursement process as being “easy” and 70% are happy with the level of reimbursement.

« International, modern, digital, adapted to my needs »

These attributes best describe how our customers perceive us. Also appreciated is the value for money of our services. Our comprehensive international coverage is indeed available at a competitive market price. Swiss cross-border workers also expressed high satisfaction for our specially designed cover.

A customer portal to be improved

A very positive result is that already 75% of users are satisfied with our customer portal, which is again proving us its great utility. We are glad that most of our clients have understood the benefits of using their portal, which allow to submit claims online, change their personal information, etc… To make it even more convenient and accessible to every client, we will still definitively work to develop more appealing features, more interactive and intuitive.

A mobile application is highly anticipated

37% of our customers expressed their desire for a mobile application where they can submit claims and share documents more easily from abroad. We got the message and we know that the access to a mobile application has become a real need for globally mobile people. This app is also a must for our company that always seeks for more digital solutions to stay in contact with all of you. Stay tuned, the mobile application is now part of our plan!

 

Thomas Merten, director of Foyer Global Health, shared his point of view on the results of this client satisfaction survey:

First of all, I would like to thank the respondents for their valuable contribution. Our customers are the real driving force behind Foyer Global Health as we strive to fulfill our commitments. It is therefore our responsibility to offer them a quality service that fully meets their expectations.

This survey confirms our position as an accessible insurer, both through the quality of our products and through communication with our clients and partners. We are also convinced that there is no future for international health insurance without a perfect balance between digital and human interaction. For this reason, we are currently working on the coexistence of a customer portal, a mobile app and fluid communication to meet your requirements of contacting us through different communication channels. We are now at the dawn of 2021, and this new year will bring innovations that will directly benefit all our customers. We are very proud of what we have achieved, but want to go beyond and remain your best ally during your stay abroad.

Awaiting these upcoming announcements, we want you to know that we are standing by your side during this health crisis that affects your daily life. Please don’t hesitate to contact us if you have any questions about our products, your health coverage, or any other subject we can help you with.

We look forward to hearing from you soon,

Best regards,

Thomas Merten

 

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