Member Article

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

Covéa Insurance has selected North East customer feedback software firm, CustomerSure, as its software partner as it looks to bolster its Voice of the Customer program.

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

Following a tender process, CustomerSure was chosen to elevate the firm’s Voice of the Customer program to the next level and 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 organisations within the sector to provide higher and clearer standards of consumer protection across financial services and requires firms to put their customers’ needs first.

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 at Covéa Insurance added, “It was important for us to find a software partner for our VOC programme that 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.”

This was posted in Bdaily's Members' News section by NE Digital & Tech .