Sustainability Report 2012 - Generali Versicherung AG

Surveys on servicesGERMANYOnline surveys of clients andconsumers were conducted toidentify areas of the company’swebsite that require improvementfrom a navigation perspective.SWITZERLANDSurveys conducted among 464internet users made it possibleto identify and deepen ourunderstanding of consumerexpectations in relation to newtechnologies in the motor segment.ITALYA survey was conducted on530 customers to understandconsumer preferences withregard to the various contactchannels made available bythe company and, also with aview to improving the servicesoffered, 600 clients weresurveyed whose claims hadbeen settled to identify theirpreferred payment methods. Inaddition, Genertel conductedan analysis of the functionalityof the smartphone andtablet applications involvingrespondents that travel on aregular basis.AUSTRIAAbout 1,200 consumersparticipated in a survey toidentify their service needsin relation to the use andpurchase of a vehicle, theuse of electric vehicles andthe installation of securitysystems.In 2012, a number of surveys were conducted that specifically aimed at understanding the needs, desires andbehaviours of specific groups of clients/consumers in order to develop new products and services with thesegroups in mind. Of particular importance is the survey conducted in France on the needs and expectations ofwomen in terms of life insurance policies and their related benefits, involving 403 women aged between 18 and65 years. The survey revealed important considerations for health insurance programmes. In Switzerland, a paperbasedquestionnaire was prepared for clients and consumers in the 50+ age bracket to assess their difficulties inunderstanding pension products in order to make them easily accessible to everyone and to improve communication.96 | Assicurazioni Generali - Sustainability Report 2012