Customers

Priorities	Description of priorities
Monitor broker feedback	Continue to monitor feedback from brokers through ongoing surveys.
Monitor customer feedback	Continue to receive feedback from customers using the independent telephone survey and e-mail survey processes. Continue to identify actions focused on increasing the number of claims customers who are ‘very satisfied’.
Expand the hybrid programme	Continue to expand the hybrid programme in Quebec and extend the offer into Ontario with discounts for customers who choose hybrid vehicles or public transit for their commute to work.
Expand the Autograph programme	Double the number of Autograph customers and develop a second-generation Autograph device which will allow us to expand into other provinces.

Priorities	Description of priorities
Answer customer calls promptly	Answer 80% of calls within 20 seconds 95% of the time.
Respond to our customer survey	Review the results of the first customer survey and implement improvement plans.
Implement ‘touch point’ surveys	Implement ‘touch point’ surveys with customers and agents to obtain feedback about individual service transactions and implement improvements based on them.
Speed up the issuing of life and annuity policies.	Reduce the elapsed time from receipt of an application to the issuing of the policy for life and annuity new business.
Review processes	Start a review of our processes from a customer perspective and introduce changes to make them more customer-friendly. Introduce call recording and quality monitoring in the call centres.
Improve quality monitoring	Improve quality-monitoring processes in our customer service teams.

Highlights

95% of new customers to our Corporate Partnership Division rated Aviva Canada as ‘good’ or ‘excellent’