Disclosure Requirement S4-5 – Targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities
VIG’s decentralised organisational structure enables VIG insurance companies to react flexibly to specific market conditions and customer needs. As part of this approach, VIG insurance companies are in direct contact with their customers and end-users via various communication channels in order to gain insights that are taken into account when defining local customer-related targets.
The achievement of these local targets is monitored via structured feedback mechanisms and the regular assessment of local key performance indicators (KPIs). The most common examples of local targets include Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), the digitalisation of sales processes or customer retention. These metrics are used to measure customer interaction, service quality and operational efficiency, thus ensuring responsibility and consistent alignment with customer-oriented values. This ensures that actions are relevant and specifically respond to the respective market conditions.