Sustainability Report 2012 - Generali Versicherung AG

Satisfaction surveys on services provided to the sales networksFRANCEDuring the year, financialadvisors are regularly engagedin on-line surveys. In 2012, theresults of these surveys wereused to develop marketing toolsfor the networks and to improveextranet services.GERMANYIn Central Krankenversicherunga survey was conducted,involving several agents, toidentify new tools and methodsfor increasing participation andcooperation between salesstaff and management teams.In Generali Deutschland,interviews of agentsand brokers on servicesimplemented for the salesnetworks showed animprovement on the previoussurveys, specifically fortelephone contacts andthe management of writtenrequests.ITALYA survey was conducted, involving six agencies ofAssicurazioni Generali, focused on critical areas in accidentpolicy settlement process, to identify ways to eliminateinefficiencies reported by clients.Group companies also organise focus groups and meetings at various levels with the sales network to gather suggestionsand information to guide innovation of products and services toward the new demands. Workshops are also frequentlyorganised with the sales force, which illustrate the results obtained and the new products in the market launch phase.This is a chance for sales networks to become involved in business strategies and for sales staff to provide direct initialfeedback on the new product offering.In all countries Group companies regularly organise conventions and meetings to bring Top Management and operationaldepartments closer to sales staff. These initiatives are designed to share results and future growth objectives and tocreate opportunities for worthwhile relationship development. The meetings provide an opportunity to incentivise salesstaff so they feel part of business strategies. During these meetings the best agents and sales staff are often awarded inorder to develop team spirit and a sense of belonging.sales force | 75