Case Study: Baloise Insurance boosts broker satisfaction with Hello Customer

Baloise Insurance boosts broker NPS by 15 points with Hello Customer

Baloise Insurance, part of the Swiss Baloise Group, faced the challenge of growing its market share by increasing satisfaction among its network of brokers. The company needed to move beyond just measuring its Net Promoter Score (NPS) to understand the specific drivers behind broker sentiment, foster a customer-centric mindset across the entire organization, and make data-backed recommendations to management. They partnered with the vendor Hello Customer to address this.

Using the Hello Customer platform, Baloise implemented AI-powered feedback analysis to uncover the root causes of broker satisfaction and dissatisfaction. A cross-departmental team reviewed insights, allocating relevant feedback to each department to drive action. This allowed them to present data-backed recommendations to management, prioritized by customer segment and importance. As a result, Baloise achieved a 15-point increase in its broker NPS, its highest score to date. Hello Customer's analysis also showed that 30% of the feedback directly drove enterprise-level improvements.

Baloise Insurance