Simplicity and the customer experience are central to the business practices of CNP Assurances, which pays close attention at all times to customers’ needs and expectations.

Our Group directly involves customers in the design of its products and journeys. We have created qualitative and quantitative research facilities, together with dedicated spaces for dialogue, such as the You&Us online community. 

This approach serves to concretely improve our services, for example, by simplifying digital journeys or by enhancing the visibility of key subscription steps.

Facilitating decision-making

We are also working to make our offers easier to understand through a plain-English approach and user-centred design methods, including the SUAVE1 method. We leverage the most appropriate tools and technologies to provide our customers with a simpler and more educational experience: co-browsing2, chatbots, dedicated helplines, AI-powered document search, etc. Our goal is to make our products more understandable and facilitate decision-making.

The quality of the customer experience is carefully monitored using indicators such as the Customer Effort Score (CES), the Net Promoter Score (NPS) and the satisfaction rate. These metrics make it possible to identify any aspects that irritate customers and take continuous improvement measures. This approach is reflected in proactive actions with dissatisfied customers and the constant simplification of procedures.

Lastly, we ensure responsible marketing practices grounded on transparency, appropriate advice and the protection of customers, particularly the most vulnerable.

Learn more :  download the responsible marketing policy

1  SUAVE for Simple, Useful, Accessible, Viable, Efficient
2  Assist users remotely through screen sharing.