The customer satisfaction of Veritas’ employer customers has improved from last year. In the survey conducted by EPSI Rating, the index figure signifying Veritas’ customer satisfaction was 72.6, which is 4.7 points more than in the autumn industry survey.
The research organization EPSI Rating surveyed Veritas’ employer customers to gather their views on the company’s operations and services. The respondents were selected as a random sampling of customers.
Customers appreciate a dedicated contact person and quick response times
According to the survey, the index figure representing customer satisfaction was 72.6 points on a scale of 0–100. Customer satisfaction has improved by 4.7 points compared to the autumn industry survey in the earnings-related pension sector.
“The results indicate that customers are particularly grateful for the dedicated contact person and the personal service they receive. Our promise to respond to calls in less than 20 seconds is also highly appreciated,” says Michael Isaksson, Chief Customer Officer at Veritas.
According to the EPSI survey, 76 per cent of respondents were either very satisfied or satisfied with Veritas.
Customers want more active contact
According to the survey, not all customers are familiar enough with the services their pension company provides.
“Small companies, in particular, do not seem to be sufficiently aware of the services available from their pension insurance company. We have already increased our communications with customers, but there is always room for improvement. Customers would still like us to contact them more often.”
According to Isaksson, Veritas can help its customers manage their disability risks.
“It is a good idea for employers to regularly assess the situation within their own workplace. One good way to do this is through a well-being at work survey, which helps to identify work ability risks and areas for development. Assessing well-being at work systematically makes it easier to address work ability risks before they are realised.”
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