Creating value for our customers

We do business with the future in mind and contribute to a world where people can thrive for many generations to come. We do this in our various roles as an insurer, pension provider and bank. In the long term, we want to create value for our company, our customers and other stakeholders, and not just focus on short-term profits. We want to contribute to a sustainable economy and a better society, in which everyone feels included.

Creating products and services that add social and environmental value

Facing today’s challenges like climate change, we believe our business has a role to play in the transition to a sustainable economy. Through our products and services, we want to have a positive social and environmental impact and contribute to the well-being of people, the planet and society. We do this by creating products and services that add environmental and social value, and by engaging with customers on these topics.

Customer feedback

Our customers are the starting point of everything we do. From students and young professionals to business owners and pensioners, we support our customers in the key moments in their lives and help them deal with expected as well as unforeseen changes. We aim to do this by developing appropriately priced financial products and services which meet the needs of our customers through each phase of their lives.

With products and services that are convenient and simple to use, anytime and anywhere, we help our customers care for what matters most to them.

We engage with our customers to meet their real needs and to offer solutions that create long-term value.  We focus on several key metrics, which are combined in what we refer to as the Global Brand Health Monitor (GBHM). The GBHM is used to track how our brand is perceived externally, and gain insights into brand performance and development over time.  To learn more about our customers’ satisfaction and loyalty, we use the relational Net Promoter Score (NPS).