How Aksigorta Built a More Effective VoC Strategy and Lifted NPS by 20+ Points
Aksigorta, jointly owned by Sabancı Holding and Belgium-based Ageas Group, partnered with Alterna CX to replace traditional satisfaction metrics with real-time digital NPS across the customer journey. Starting with complaint management, the program lifted NPS by more than 20 points in a couple of months and helped shift the company toward a customer-centric culture.
Full Case Study
See How Aksigorta Turned Real-Time Feedback into a 20+ Point NPS Gain
From Traditional Satisfaction Scores to a Customer-Centric Culture
About
Aksigorta, jointly owned by Sabancı Holding and Ageas Group, serves retail and corporate customers with a wide range of insurance products, from health to earthquake insurance.
The Challenge
The pandemic permanently changed what customers expect from insurers. Aksigorta's traditional satisfaction scores, collected at a single point in the journey, could no longer keep up with customers who expected fast, seamless service.
NPS is a result. We are not building a squad just to improve the score. We come together to understand the customer journey, find the pain points and take action, and the NPS score improves as a result.
Anıl Erdoğan Özark | Aksigorta
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