Case Study: Bupa Arabia improves customer experience and boosts NPS with XEBO.ai

Bupa Arabia is the largest health insurance company in Saudi Arabia offering a wide range of Health Insurance products

Bupa Arabia, the largest health insurance company in Saudi Arabia, sought to better understand its customers' pain points and satisfaction across their entire journey, including interactions with third parties like hospitals. Their challenge was to quickly gather this feedback and, most importantly, address any customer dissatisfaction within a 48-hour window. To tackle this, they partnered with vendor XEBO.ai.

XEBO.ai implemented an Enterprise Feedback Management (EFM) system to replace outdated methods, automating personalized feedback messages within 24 hours of an interaction. Their closed-loop feedback system allowed Bupa Arabia to reach out to dissatisfied customers within the target 48 hours. This solution enabled Bupa to reach one million customers in 2019, gathering over 250,000 survey responses. The results included an 18% increase in Net Promoter Score from 2017 to 2019 and significant improvements to internal operations and processes.

Bupa Arabia