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Our customer focus

Our customer focus

With no shareholders, our customers are our focus and our ambition is to be known as a true customer champion in health and care.

This means helping people access high-quality, affordable health services when they need them. And demonstrating through our actions that we really care about our customers and their needs.

With customer expectations rising– from the speed and ease of service to the degree of choice and personalisation available, we’re determined to meet and exceed these expectations as much as we can.

Framework diagram


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.

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