Our customer focus
Our customer focus
Our vision is to be the most trusted health insurer and provider. To achieve this, customers must be at the heart of everything we do.
This means more than great customer service. It’s about being there for our customers whenever they need us, harnessing digitalisation, data and analytics, and developing products and services that are exceptional and suited to their needs. It’s about keeping data safe and protecting their privacy.
And it’s about looking ahead, innovating and exceeding our customers’ expectations – today and for years to come.
Bupa's Customer Excellence Framework
Listening to and learning from our customers tells us what we are doing well, so we can keep doing it, and where we could do better, so we can make the necessary changes. Our own best practice methodology helps us continually, listen and improve for our customers. Watch the video to find out more.
The Listen, Learn, Act methodology
The Listen, Learn, Act methodology is applied universally at Bupa, both on the frontline and in back office functions. By ensuring we are putting the customer front and centre of all our decision making, we aim to drive a truly customer obsessed culture at Bupa.
We listen to our customers to understand their needs and how to improve the services we provide. By collecting regular feedback and measuring our performance using the Net Promoter System, we know what customers need and expect from Bupa.
We learn from what our customers are telling us and better understand our services from their point of view. Customer focus sessions enable teams to make fast, effective improvements for customers. We discuss customer feedback at every level, from the frontline up to our senior executive team.
Our people are empowered to act to improve our service. Using feedback from customers, improvements are made at a local and global level. We track and measure our progress, sharing lessons learnt across the business to ensure we are always acting in the interests of our customers.
