Case Study: Aegon improves NPS and closes the feedback loop with InMoment's real-time CX platform

Real-Time NPS Measures Enable Aegon to Establish Operational Processes to Close the Feedback Loop Across Multiple Touchpoint

Aegon, a global provider of life assurance, pensions and asset management, faced a challenge turning infrequent NPS snapshots into actionable, real-time insight across multiple customer touchpoints. With complex customer needs and weak detractor scores, the company needed a way to capture feedback faster, close the loop on complaints and embed customer intelligence into everyday operations.

Partnering with InMoment, Aegon deployed a real‑time CX platform with email and website intercept surveys, text analytics, role‑based dashboards, a company CX Lab and a formal case‑management program called “Aegon Cares” to prioritize call‑backs and track resolutions. The initiative gave thousands of employees instant access to feedback, resolved over 60% of detractor issues, and turned an early detractor group from an NPS of −87 to +14 (overall call‑back impact moving NPS from about −62 to +32), improving retention and embedding a more customer‑centric operating model.

Aegon

Iain O’Connor

Senior Manager - Customer Experience & Insight