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.
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.
Driving a culture of improvement
Alex Cole, Chief Customer and Corporate Affairs Officer, shares how our Customer Excellence Framework drives a culture of continuous improvement and learning at Bupa. 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.
