|Average score for service||8.1||8|
|Satisfaction with policy documents||8||7.8|
|Satisfaction with policy change processing
|Satisfaction with claim submission||8.4||8.4|
|Satisfaction with claims handling||8.4||8.2|
|Satisfaction with website||8||7.8|
|Satisfaction with ‘My CZ’||8.1||8|
|Satisfaction with the app||8.2||8|
|Satisfaction with telephone contact||8.1||7.9|
|Satisfaction with email contact||8||7.8|
Improving customer satisfaction
We continuously improve our service. In 2018, we mainly focused on customer contact.
We regularly ask our customers for their feedback, like after a telephone call or email exchange, and we use this feedback to coach and train our employees. We also use the feedback to make sure our communications always give our customers the feeling that they get personalised, proactive service in every encounter, no matter which channel they use.
CZ carries out customer surveys on a regular basis and uses the results to improve the quality of healthcare and our services.