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Customers at the heart of our business

Being customer focused is part of our DNA

For over 40 years, we have been building in collaboration with our partners savings and protection products and services which are adapted to the evolving needs of their customers.
For BNP Paribas Cardif, putting our customers at the heart of our business means taking into account the customer’s interests all along the value chain, from the product design to the after-sales.
A structured approach within a corporate programme - the Customer Centric Programme – deployed in all countries with the aims to improve the customer’s satisfaction and the customer experience, to better serve our partners and to generate new business opportunities.

"In a changing world, where customers are well-informed, connected, have means to judge our offer, we have to create a new way to do our job by being always closer to our customers with the aims to better meet their needs and to improve their satisfaction."
Renaud Dumora, Chief Executive Officer of BNP Paribas Cardif

 

 

A day-to-day commitment to improve customer’s satisfaction and ease exchange via online services

Together with our partners, BNP Paribas Cardif lead actions to adapt our offer to our clients needs, to simplify the customer’s understanding of the different communications, to define a new customer experience through a co-creation of seamless customer journeys at all the steps of their relation or to strengthen the listening of customer feedback.

In most of countries, we have for instance:

  • Enhanced our offer of new guarantees and additional services to make innovative and value-added solutions available to our customers
  • Rewritten contractual documents in a simple language which is accessible to non-specialists of insurance so that customers can understand products features and easily identify information related what they have to do at all the steps of their journey
  • Diversified the means to communicate with our customers to ease exchange or access to the information as well as to optimize the customer experience
  • Deployed customer’s surveys to measure their satisfaction and continuously improve the quality of service

“Today, insurance has to be simple: simple to understand, simple to subscribe, simple to declare a claim. In brief, insurance has to bring always more added-value as well as quality of service”
Grégory Desfosses, Customer Experience & Digital Officer