Customer Culture


Suncorp is embedding a customer-centric culture, which equips our people to deliver exceptional experiences for customers, partners, intermediaries, and each other.

Performance Highlights


+7.3

Consumer Net Promoter Score

92%

level 1 complaints resolved in 5 days

tick

Launched our One Suncorp Customer Feedback program for complaints & compliments

Suncorp is embedding a customer-centric culture through our Elevate the Customer program, which equips our people to deliver exceptional experiences for customers, partners, intermediaries, and each other. 

The program includes:

  • Service Language that clearly defines what our customers expect: Be Genuine, Make It Easy, Own It and Find Solutions
  • a Customer Immersion initiative for leaders to spend time with customer–facing teams to understand how the decisions we make every day affect our customers
  • simple Service Rules for our store network to encourage excellence in
  • every interaction training 5,000 of our people to deliver better customer experiences over the phone
  • a 400-strong Customer Guardian network committed to driving positive change in their teams.