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The ambition of the PZU Group is to continuously increase customer satisfaction, improve the quality of services and implement innovative solutions tailored to the changing needs of the market.
- 8 million users on mojePZU’s digital channels by the end of 2027. At the end of 2025, the target achievement level was 5.8 million;
- the highest NPS in the market each year of the strategy’s implementation. The relational NPS survey commissioned by PZU for 2025, conducted on a representative sample of Poles, ranks PZU number 1 in the market. The survey covers PZU and PZU Życie customers.
The above targets do not meet the requirements of MDR-T, but their achievement is systematically monitored by a set of internal indicators, such as the level and structure of complaints or other measures of service quality. In addition, KPIs are defined each year, reflecting both the expected level of indicators and specific activities to be performed. This allows for ongoing management of progress, identification of areas in need of intervention and maintenance of consistency with the Group’s strategic goals.
The methodology for determining these indicators is based on an analysis of national and international regulations (including GDPR, the Insurance Activity Act, KNF recommendations), a study of market trends and systematic monitoring of customer opinions (NPS, satisfaction surveys, complaint analysis). Stakeholder consultations are also taken into account, allowing the development of activities that respond to current market needs and local conditions.
Stakeholders, including consumers and end users, are involved in the goal-setting process by being able to provide feedback on the PZU Group’s activities, product offerings and services provided. The feedback is collected through satisfaction surveys, online surveys, telephone reports and direct visits to branches. The results of the analysis are monitored and form the basis for introducing improvement measures in areas requiring improvement.
- SDG 3 – Good health and quality of life;
- SDG 9 – Innovation, infrastructure and industry;
- SDG 10 – Less inequality;
- SDG 12 – Responsible consumption and production.
To sum up, the PZU Group consistently pursues its ambitions in different areas of operation, concentrating on enhancing service quality, boosting customer satisfaction, digitizing processes, and responsibly managing risk and social impact.
