We Place Customers at the Center of Our Business
Garanti Pension and Life views customers as a core asset. Believing that long term, ever-increasing customer satisfaction is one of the most important components of sustainable financial performance, the Company shapes its business strategies accordingly. Thanks to this approach, Garanti Pension and Life leads the sector with its customer-centered business models.
Customer Values
In 2015, Garanti Pension and Life successfully managed its ever-expanding customer base by adopting "The Right Channel and the Right Service" approach. While the Company continued to diversify its range of customer services during the year, it also launched the "Customer Values" project, as an integral part of its customer-focused vision. Under this initiative, which was developed by taking into consideration the common needs of teams across all channels, the Company identified five key customer values and components existing in its corporate culture.
Multichannel Marketing
Appealing to a wide customer base with its diversified products and services, Garanti Pension develops programs tailored to meet the needs of various customer segments. These include both young people and older customers who have earned the right to retirement. The Company also offers solutions to meet the specific needs of different channels.
Starting in 2013, Garanti Pension set out to improve overall customer experience by analyzing individual experiences through emotion mapping, evaluation of desired and expected results, and needs analysis tailored to specific moments of experience. In 2015, the Company also began to analyze strategic experience moments as part of these studies and launched new channels in line with customers' needs. Additionally, Garanti Pension developed smart business processes to improve customer loyalty by analyzing the depth of customer relationships with the Company as well as emerging needs and trends.
Garanti Pension Sapphire Project
Garanti Pension conducts business operations in accordance with the "Customer First" approach. Accordingly, the Company launched the "Sapphire Service" for upper-segment customers in 2015. Under this service, Sapphire customers can quickly access special customer representatives via the Sapphire Service Line. Aiming to achieve continuous improvement, Garanti Pension will continue to set the customer service standards for the sector in the coming period.
Analytical CRM Projects
As part of efforts to strengthen its infrastructure for CRM analytics, a top priority for Garanti Pension during the year, the Company further enhanced current data mining projects while initiating new projects. In addition, the Company extended the scope of these projects, which originally focused on private pension products, into the life insurance segment and developed new models aimed at the attitudes of life insurance policyholders.
We are a Recommended Company
Putting customers at the heart of its operations and activities, Garanti Pension and Life aims to create a memorable customer experience. To this end, the Company structured all of its projects along these lines in 2015.
Garanti Pension always "listens" to its customers in order to deliver the best possible experience to them. In 2015, the Company further expanded the scope of "Customer's Voice," a project it has carried out for many years. As a result, Garanti Pension obtained a world-class Net Promoter Score (NPS) of +63*, a great success for the Company.
* IPSOS 2015 Net Promoter Score Survey.