Case Study: Baloise Insurance boosts broker satisfaction with Hello Customer

Increasing broker satisfaction to grow your market share

Baloise Insurance, one of the top 4 life insurance companies with a network of 1,000 broker partners, wanted to better understand broker satisfaction and NPS, build a more customer-centric culture, and base management recommendations on enough reliable data. To do this, Baloise Insurance worked with Hello Customer and its AI-powered feedback analysis platform to capture and analyze broker feedback.

Using Hello Customer, Baloise Insurance added metadata to feedback, segmented comments by region and broker, and routed insights to the right internal departments so teams could act on the most important issues. The result was a +15 point increase in broker satisfaction since 2016 and Baloise’s highest NPS to date, while also showing that 62% of cases required no further action, 8% drove team-level improvements, and 30% called for enterprise-wide action.

Baloise Insurance

Gert Vanuytsel

Responsible Broker and Customer Satisfaction