The Customer Satisfaction survey is the most important among all the surveys and studies conducted periodically by Assiteca to make sure its operations are consistent with its strategic choices.
The objective is twofold:

• Make sure that the standard of the service offered is constantly high
• Find out about new insurance and service requirements

The 2009/2010 edition of the survey was conducted, as in the previous year, on the web. Assiteca chose to post the questionnaire in a dedicated area of Assiteca’s website, sending an e-mail to over 1,000 customers with the link and the invitation to complete the questionnaire.
The response rate was about 20%, for a total of 204 questionnaires completed.

Compared to the traditional telephone interview, this method is more effective in terms of response times and it is less time-consuming for the customers, who were able to decide autonomously if and when to complete the questionnaire.

Customers were asked to express their opinion on a series of elements dividable in four areas:

• Presence on the market: national and international, and in relation to independence from the insurance market;
• Customer service;
• Proactiveness and innovativeness;
• Corporate communications.