Covéa Insurance plc selects CustomerSure as its Voice of the Customer software provider

We’re excited to announce that we’re now the chosen customer feedback software provider for Covéa Insurance.

Background

Operating throughout the UK market offering commercial and personal lines insurance, Covéa Insurance serves a variety of customers and as such, needed a comprehensive solution to survey customers and obtain their valuable feedback.

Solution

Following a tender process, CustomerSure were chosen to elevate their Voice of the Customer program to the next level. We are delighted to work with Covéa Insurance to help gather meaningful customer insights and allow them to support their customer experience strategy.

It’s no secret that the financial services sector can be complicated, and the customer experience in the sector is no exception. The introduction of Consumer Duty guidance from the Financial Conduct Authority on 31st July 2023 has meant the need for investment and commitment into a Voice of the Customer program is more significant than ever.

This new guidance requires financial organisations, such as insurers, to provide higher and clearer standards of consumer protection and ensure they put their customers’ needs first. Having worked with others in the financial services and insurance sector — including Marmalade Insurance — we’re well-versed in helping these organisations maximise the power of their customer feedback by providing real-time, actionable insights to enable them to deliver outstanding service, motivate staff and retain valuable customers.

Quotes

Darren Wake, Senior Account Manager at CustomerSure, stated:

“Covéa Insurance is an expert, leading provider of insurance services and we are really pleased to be working with them. Their brief was expansive and it’s clear they have instilled a culture of commitment to customer experience, so it’s very exciting to be part of the next step in their journey of improvement.”

Vicki Heslop, Director of Customer commented,

“It was important for us to find a software partner for our VOC programme that was cost-effective and would ensure ease of use, transparent presentation of data and the ability for us to self-configure customer surveys. We found that partner in CustomerSure, after a comprehensive tender and pitch process. “We’re enjoying working with their team of customer feedback experts and are seeing some great results so far.”

To discover more about our offering, why not join us for a free Demo of CustomerSure? We’d love to show you around.