Aviva Vie's internal organisation is entirely geared towards its primary aim: the satisfaction of its customers. And satisfying its customers means satisfying its partners, who are in direct contact with them.
- Feedback from an opinion poll of brokers and independent financial advisers conducted in June 2007
Aviva Vie's internal organisation is entirely geared towards its primary aim: the satisfaction of its customers. And satisfying its customers means satisfying its partners, who are in direct contact with them. Aviva Vie has set up a dedicated support team for its network of brokers and independent financial advisers, and has developed an extranet platform, christened Aviva-Partenaires.com, which provides partners with tools and information to assist them in their work.
Available, responsive sales advisers are also on hand to resolve any issues.
An opinion poll of 242 members of the brokerage network, conducted by the CSA Institute(1) in June 2007, gauges the perception of brokers and independent financial advisers of the resources provided by Aviva. Satisfaction shone through, with an overall score of 7.5 out of 10.
First and foremost, the business relationship with the Aviva Vie sales advisers was given a score of 8.5, with nearly 70% of respondents allocating a score of 9 or above.
The two main strengths that were identified for these advisers were:
- Their availability, which scored 8.5 out of 10.
- Their responsiveness and ability to solve specific problems, rated with an excellent score of 8.4.
From an operational point of view, the Aviva-Partenaires.com (2) extranet platform is regarded very favourably, receiving a score of 7.6 out of 10. Brokers and independent financial advisers particularly value the ease with which it allows them to access customer data (8.1) and information about marketing campaigns (7.5).
Meanwhile, the Espace Gestion (3) (management space), another functionality of the extranet, is used widely: 60% of the partners asked said that they use it systematically and 36% regularly. It is a greatly valued tool, with 78% of respondents assigning it a score of 7 or more. Regular users of the Espace Gestion gave it a score of 7.7.
The most cited benefits of the Espace Gestion are the customer monitoring feature, the efficiency of which is highlighted, and the speed of processing uncompleted deals.
This poll was an opportunity for brokers and independent financial advisers to share their suggestions for improvements, enabling Aviva to identify specific areas for improvement, with a view to further enhancing the satisfaction of its partners.
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(1) Aviva Vie commissioned the CSA Institute, in June 2007, to conduct this independent survey and process the responses in complete confidentiality. The poll of 242 Life Brokerage network contributors was conducted online.
(2) The Aviva-Partenaires.com extranet is an exchange and monitoring tool designed for brokers. It enables them to:
- Access all the documentation concerning their customers;
- View the status of the transactions in progress, in real time;
- Work online with the Aviva managers, on their customers' files. Customer monitoring is facilitated by prioritised, up-to-date information;
- Perform online simulations and instantly access the latest Aviva offers, and product, legal or tax information.
(3) The Espace Gestion is one of the features of the Aviva-Partenaires.com extranet. It is an online customer management and tracking platform which allows brokers to view all exchanges of documents with customers (contracts, letters, faxes) and consult personal information.
Press contacts:
Aviva Vie
David Chenu
Telephone: +33 (0)1 7662 6792
E-mail: david_chenu@aviva.fr
HDL Communication
Cyril Chassaing
Telephone: +33 (0)1 5865 0077
E- mail: cchassaing@hdlcom.com
Notes to editors:
About Aviva
Aviva is Europe's leading provider of life insurance and retirement savings products with strong positions in other markets around the world. Based on gross premiums at 31 December 2006, Aviva was the world's fifth-largest insurance group. Aviva's principal business activities are: life insurance and long-term savings, fund management and general insurance. At 31 December 2006, Aviva had turnover of €61.9 billion and €543 billion of assets under management.
With more than 150 years' experience in France, Aviva is one of the top 10 players in the insurance market. Aviva France operates with a balanced multi-distribution model, which has proved hugely successful: 875 general agents, 1,800 branch staff, 400 life insurance advisers, 1,000+ brokers, and its partners (Union Financière de France and Médéric). Aviva France also has important partnerships with AFER, the largest savings association in France, and the Crédit du Nord Group. Specialising in unit-linked products, Aviva is recognised for the excellent performance of its long-term funds and solid commitment to its customers through its Good Advice approach. Aviva employs more than 3,200 staff. At 31 December 2006, Aviva France recorded consolidated sales of €6.4 billion, a consolidated operating profit of €689 million (based on the embedded value - EEV/IFRS standards) and managed assets worth €72.9 billion.