Highest score in five years!

In 2023, satisfaction was mainly driven by process-related factors, such as promptly handling requests and keeping promises. In 2024, the focus shifted more towards trust and clear communication. The result? Employer satisfaction rose to a Delighted Customer Score (DCS) of 68.6% last year. This is the highest score Zwitserleven has achieved in the past five years. The DCS target of 63.8% was significantly surpassed. A result we are very proud of!

Employers see clear improvements

As mentioned, there was a slight shift in the criteria for determining satisfaction. Think of: providing trust in pensions, clear information when taking out policies, and clear answers to questions. Satisfaction among employers has increased on all these points. They also see clear improvements in our communication. 70% indicate that Zwitserleven invests in communication with employees (2023: 59%) and 62% find the information at policy inception clear (2023: 42%).

The employer portal is working better and better

Many employers are satisfied with the communication, service, and user-friendliness of the portal. They find the information accessible and the communication clear. Any questions are answered quickly. The accessibility and contact with Zwitserleven are good. They find the invoices and specifications clear and the administration well-organized. Additionally, they appreciate the professionalism and stability of the organization. Few to no problems are experienced, and the general impression is that everything is well-arranged.

What do we do with the results?

Of course, we are very pleased with the high score in the customer satisfaction survey. But there are also employers who are less satisfied with our services. This input is just as useful because it shows where we can further improve. This group finds communication unclear, insufficient, or too formal in certain areas. They want communication in clear language and, for example, information about changes and investments. Some also indicated that they do not feel anything specific is being done for them.

Director Employer Solutions Jan Willem Hoitsma: “By listening carefully to our customers, we gain insight into their wishes and expectations. Customer feedback is a very valuable source for me to continuously improve our propositions, customer service, and customer experience. We also act on the outcomes and report the results back to you twice a year.”