AXA Hong Kong is pleased to launch its Transparent Customer Feedback (TCF) platform for two-way engagement and interaction with customers in an open and transparent manner, demonstrating AXA’s strong commitment to interacting in a simpler and more personal way with its customers.

“AXA Hong Kong is the first insurer in the local market, and possibly the first financial institution, to make this bold move,” said Andy Clachers, Chief Operating Officer of AXA Hong Kong. “The TCF initiative aims at building transparency and trust with our customers. This is a strategic initiative and significant milestone for AXA Hong Kong which enables us to openly engage our customers and seek instant customer feedback across all moments of truth for all business lines. This further enables us to deliver outstanding service while empowering our customers to live a better life.”

The feedback platform allows AXA customers to freely give their opinions and rate services, which is then published on the corporate website. Any visitor to the AXA Hong Kong website can now see customer ratings and opinions with total transparency.

The TCF platform has been introduced to Life customers and will gradually be rolled out to other Business Groups as well.  The results of this initial phase are very positive. On a 5-point scale, AXA Hong Kong is rated 4.3 by its clients. 

AXA Group is one of the first financial institutions in the world to launch the initiative of systematising and publishing assessments and feedback from clients. AXA Hong Kong is one of 4 entities in Asia to roll out this initiative, out of over 13 entities worldwide.