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The Sympany Customer Advisory Council

Our customers help us make things better.

Continuously improving products, services and processes – that is our aspiration. The Customer Advisory Council supports us in this. The reason is clear: customer satisfaction is our top priority.

The original – since 2019

Sympany was the first Swiss health insurer to introduce a Customer Advisory Council. As the “voice of the insured”, this body has since proven itself many times over in practice.

Today, the Customer Advisory Council is an important part of Sympany’s DNA. This is one of the reasons why we fully rely on the Customer Advisory Council, both in real life and in advertising.

Real customers – real solutions

The Sympany Customer Advisory Council is made up of around 250 customers who discuss and vote on the proposals put forward by our experts. At their meetings, they evaluate suggestions on document layout, give feedback on the comprehensibility of informational letters and contribute their own new ideas, for example. This means they play a key role in making sure that all customers remain satisfied in the long term.

And it works. So practical

Perhaps you know the feeling ... You have several pages of complicated insurance language in front of you and you can barely understand what it all means. This is precisely the problem that our Customer Advisory Council works on. The aim is to make information easy to read and understand. For example, phrasing is simplified until the texts are understandable for everyone. We take great pride in having important documents checked by our Customer Advisory Council before publication, and in working together to ensure the best possible outcome.

FAQs about the Customer Advisory Council

Sympany works in partnership with Schweiz AG, a market research institute. On behalf of Sympany, this institute takes care of organisational matters such as sending invitations by e-mail, selecting participants or remuneration.

Currently, German is the only language used. This means that members of the Customer Advisory Council must be able to communicate very easily in German.

Participation is always voluntary. There is no need to confirm you will not be taking part.

Several times a year at irregular intervals.

Members of the Customer Advisory Council meet several times a year at Sympany’s head office in Basel to talk about specific topics (group discussions or individual interviews). Only some of the Customer Advisory Council will be asked about each topic. The composition and size of the group depends on the topic concerned, but is generally no more than eight people.

Meetings are held during the week, in the evening or at lunchtime, and last between 60 and 90 minutes. The sessions are generally led or organised by the market research team at Sympany.

Short surveys, via online questionnaires, are another option for simpler topics. Duration: around 10 minutes each time.

The Customer Advisory Council is made up of actual Sympany customers. Membership is voluntary. Anyone interested can register online for the Customer Advisory Council.

Sympany makes sure the Customer Advisory Council represents all age groups and genders. Members are free to leave at any time or will automatically cease to be members if they are no longer insured with Sympany.

Do you have any questions?

Would you like to know more about the work of our Customer Advisory Council or might even consider joining? We look forward to hearing from you.

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