Throughout 2020, supporting our customers remained our No. 1 priority. Our teams around the world were able to seamlessly continue serving our customers in their remote working environments.
- Supported our customers throughout the COVID-19 pandemic
- Developed a new brand framework and purpose and launched a more dynamic visual identity to enhance our connection with customers
- Listened and acted on customer feedback through our Net Promoter System (NPS) programs, achieving a 2.5-point increase in our transactional NPS score in 20201
- Created a Customer Intelligence Platform consolidating customer data to create ‘one customer view’
- Launched a Customer Academy to strengthen customer capabilities across the Group
- Created two new roles to enhance our customer expertise
People drive our business. From investing in youth employment to upskilling workers, we are readying our business to attract, develop and retain talent in the workplace of the future. Together, we aspire to be known as a purposeful, values-driven organization that empowers its people at every stage of their career.
- Put our people first during the COVID-19 pandemic with a focus on well-being, healthcare benefits and enhancing existing flexible working practices
- Launched internal talent marketplaces in business units and functions to increase employee mobility and meet business needs, part of delivering on our commitment to work sustainability
- Our Employee Net Promoter System (ENPS) score, a barometer of employee satisfaction, rose 22 points in August 2020 compared to the previous survey in October 2019
- Our Zurich Apprenticeship Program in North America earned Gold in the 2020 Brandon Hall Group Excellence Awards, as well as a Pledge to America’s Workers Presidential Award
