Case Study: Aegon achieves organization-wide NPS visibility and faster issue resolution with CustomerGauge

Harnessing the Voice of the Customer

Aegon, a global life insurance, pensions and asset management provider with about 24,000 employees serving millions, needed a structured way to bring the Voice of the Customer into the organization. After shifting from selling via intermediaries to dealing directly with customers, Aegon partnered with CustomerGauge to identify root causes of customer issues and embed customer-centricity across the business.

Aegon rolled out the CustomerGauge SaaS platform across 47 departments to automatically alert staff to customer issues, identify root causes and track trends. As an early adopter of CustomerGauge’s hierarchy report, Aegon now monitors Net Promoter performance across departments, teams and even at the individual level, embedding feedback-driven insights throughout the organization.

Aegon

Han de Ruiter

Chief Customer Officer