Spanish insurer Santalucía prevents 70% of potential complaints
In an interview, Santalucía describes its move from post-journey surveys to real-time, omnichannel listening; a single cancellation-risk alert protects around €200,000 in premiums.
What's happening
According to an interview in Customer Experience Magazine, Santalucía prevents 70% of potential complaints and recovers 25% of at-risk policies. A single cancellation-risk alert protects around €200,000 in premiums.
Whose desk it lands on
The executive responsible for customer experience. Does a cancellation-risk alert reach your team before the complaint does, and if so, who acts on it?
Our view
The CX Brief's interpretation, not a claim made by the source.
At the heart of the change Santalucía describes is listening for the moment a complaint takes shape, before setting out to resolve it. That a single cancellation-risk alert protects around €200,000 in premiums is a reminder that the value of listening can be shown in euros rather than in complaint counts.
