Sustainability
Investing In Our Employees
Group – Overall headcount
Group – Men to Women ratio
Training - Mauritius
Investing In Our Clients
Our response to Covid-19
During the second lockdown in 2021, it was of utmost importance for MUA to remain close to its clients and care for their insurance needs. The Customer Care team acted as a facilitator between clients and the different business units, constantly ensuring clients' requests were promptly attended to, minimising the impact of teams working remotely on service levels. The team continued to perform quality checks on our telephone system and other communication channels, to ensure processes were smoother, with a view to improve overall customer experience.
Customer satisfaction assessment
Regular customer satisfaction surveys and mystery shopping exercises have been conducted once again in 2021, with the aim of gaining in-depth knowledge of our strengths and weaknesses in terms of customer service. The results of the three exercises carried out in October 2020, March 2021 and October 2021, read as follows and show a significant improvement of MUA's global CSAT Score:
Following wave 1 of the customer satisfaction survey in October 2020, it was important to identify internal areas of
improvement that would help in delivering excellent customer service to MUA clients - both existing and prospective.
To this end, we conducted an internal online survey amongst employees who have direct and indirect contact
with clients. A total of 110 employees participated, sharing their daily challenges and suggesting improvements to
continue delivering excellent customer service.
Investing In Our Environment
Paper consumption
Types of paper
(most commonly used across the Group)