Deliver with care & responsibility
At Zurich, we believe that truly caring for our customers goes beyond great products. It means listening, understanding, and responding with genuine empathy — at every step of their journey with us.
Empathy is more than a soft skill — it's a core business capability. As an insurer, we meet people at some of life's most vulnerable moments. Listening, understanding, and responding with genuine care isn't just part of our job, it's the heart of everything we do.
Because we believe empathy is vital in business, we commissioned a study to explore its impact on customer relationships. The findings are clear: there is a growing empathy gap between what consumers expect and what they receive.
Across industries, the companies that thrive are those that deliver deeply human experiences, not just great products. By truly connecting with customers, they can build trust, earn loyalty, and drive sustainable growth, one conversation at a time.
In an AI-driven world, the need for authentic human connection hasn't disappeared, it has deepened. Empathy is both the foundation of meaningful relationships, and part of a company's competitive edge.
The empathy advantage — Global consumer insights
All figures, unless otherwise stated, are from YouGov Plc, who also undertook the fieldwork and carried out the survey. Total sample size was 11,560 adults across 11 markets (Australia, Brazil, Chile, Portugal, Switzerland, UK, U.S., Germany, Italy, Malaysia, Spain). Fieldwork was undertaken between May 12 and May 28, 2025. The survey was carried out online. The figures have been weighted and are representative of adults in each market covered (aged 18+).
Brands that engineer empathy into their systems, train it into their people, and measure it as a core revenue driver will not only survive, but they are more likely to lead the way toward a new type of success, one that centers humanity.
How we listen, act and deliver
Understanding our customers is just the beginning. Here's how we turn that insight into action — measuring what truly matters, building empathy into everything we do, and creating products and digital experiences that make a real difference.
To better measure our progress towards becoming the insurer of choice, we use a set of metrics that give us a clear and comprehensive view.
We have introduced Net Revenue Retention (NRR) as a key performance indicator across 23 markets, with particular emphasis on our retail P&C and life protection businesses, together representing 80 percent of our total retail business. NRR serves as both a financial and customer metric, allowing us to measure how effectively the value of existing customer relationships is retained and grows. The metric is now well established, with two years of historical data, and all markets consistently reporting customer insights and premiums on a quarterly basis. NRR results are reviewed quarterly, enabling us to track progress and identify which loyalty initiatives are driving improvements. In 2025, NRR became an integral component of local strategy planning, with markets closely monitoring and taking targeted actions to increase NRR.
To evaluate our customer experience performance, we use the global Transactional Net Promoter Score (TNPS)1. TNPS helps us identify our strengths and pinpoints areas for improvement, allowing us to develop targeted action plans. In 2025, we surveyed 1.6 million customers — and the results were very encouraging: we saw continued high levels of customer satisfaction and a 3.6 point increase in our global TNPS score.
In 2025, the customer retention rate declined from 79.4 percent2 to 77.5 percent compared with the previous year. The decline is primarily observed in the motor segment across regions, driven by increased competitive pricing and market-specific challenges related to partnership dynamics in certain markets — offset by notable improvements elsewhere. We remain focused on identifying opportunities to strengthen retention going forward. Meanwhile, during the same period we have seen a considerable increase in our multi-policy customers, reflecting enhanced customer loyalty and engagement across our portfolio.
1 TNPS provides us with feedback on our performance in the eyes of our customers and delivers insight on how specific interactions affect their experience. TNPS excludes Zurich Kotak and BOXX Insurance due to onboarding of the business onto our customer platform.
2 The customer retention rate is calculated based on retail core customers, excluding our affinity partners in Brazil, Germany, Indonesia P&C, as well as the joint ventures with Banco Sabadell, Banco Santander, and Zurich Kotak. AIG travel and BOXX Insurance are also excluded due to ongoing onboarding onto our customer platform. The attrition of customers in employer-sponsored plans due to turnover is not applicable. Additionally, the split between voluntary and involuntary laps was not made.
3 Brandon Hall Group is a leading research and analysis firm specializing in human capital management. Detailed results can be found at https://excellenceawards.brandonhall.com/winners/ and at www.zurich.com/commercial-insurance/sustainability-and-insights/awards.
4 For more details on training, please refer to section 5.2.2 Training and awareness in Zurich's Annual Report 2025.
5 For further details on Code of Conduct, please refer to section 5.2.2 Training and awareness in Zurich's Annual Report 2025.
