Case Study: AXA Insurance achieves $2M savings and a 2% customer satisfaction lift with Aptean Respond

AXA Insurance Understanding Customer Experiences and Increasing Satisfaction

AXA Insurance, a major UK arm of a global financial protection group serving millions of customers, faced about 1,200 complaints per month and needed a reliable, organization-wide system to capture, manage and report customer feedback in line with its customer commitment charter.

AXA rolled out Aptean Respond to roughly 650 frontline users, enabling streamlined capture, escalation and trend reporting. The system cut acknowledgement times to 24 hours, provided 20/40‑day resolution tracking, uncovered process improvements that saved $2 million in one year (including a three‑day reduction in auto repair turnaround) and helped lift customer satisfaction by 2% in the first year.

AXA Insurance