Uni.C.A. Customer Satisfaction Survey Results 2022 - Milan, February 2022 - Unicredit
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Uni.C.A. Customer Satisfaction Survey Results 2022 Milan, February 2022 Uni.C.A. – UniCredit Cassa di Assistenza (UniCredit Group Healthcare Fund)
Index 1 Aims of the survey
2 Response rate
3 Focus on the Uni.C.A. service.
4 Focus on the Previmedical service
5 Focus on the Aon Pronto-Care service
6 Summary of resultsAims of the survey 1
Aims of the survey
Measure Uni.C.A. member satisfaction with the services offered by the Fund and its service
providers.
Use feedback to identify areas for improvement.
UniCredit Group employees based in Italy.
Quantitative survey carried out by means of a self-completed, web-based questionnaire.
From 5/12/2022 to 18/1/2023
4Response rate 2
Response rate
Number of participants, business line and age
1 2
Eligible
Aventi diritto Partecipanti
Participants
candidates
6.823
20% of eligible 7.000
candidates 6.800
(1 in 5) 6.405
34.313 6.600
6.400 6.193
6.200
6.823 6.000
Participants in the Participants in the Participants in the
5.800 general questions Previmedical Aon Pronto-Care
section
Partecipanti alla questions section
Partecipanti alla questionsalla
Partecipanti section
sezione Domande di sezione Domande sezione Domande
carattere generale su Previmedical su Aon Pronto-Care
Età
Age
Business
Business Line
Line di appartenenza
>= 50
>=years old
50 anni 56%
>=40 and =40 years
eResponse rate
Breakdown by Region 1 2
Participants by Region
In absolute terms, it was not surprising that the highest
rates of participation occurred in the regions with the
highest numbers of employees (Lombardy, Lazio and
Emilia Romagna).
Average
participation: 20%
Participants by Region vs Eligible candidates by Region
30%
22% 24%
25% 21% 21% 21% 21%
19% 20% 18% 18% 17% 18%
20% 16% 14% 16% 15% 14% 15%
14%
12%
15%
10%
5%
0%
7Focus on the Uni.C.A. service. 3
Focus on the Uni.C.A. service.
Overall assessments
1 2 3
● Overall assessment of Uni.C.A. services.
31% The question was answered by 6,144
participants out of a total of 6,823, 58 of
whom said that they did not use the services.
69%
Satisfied
Soddisfatti Not soddisfatti
Non satisfied
Livello di soddisfazione
Overall complessivo
level of satisfaction with per le coperture
Uni.C.A sanitarie
health cover as a di CheHow
valore attribuisci
highly do youalle coperture
value sanitarie nell'ambito
health coverage as part of dei
Uni.C.Acompany
quale benefit aziendale
benefit benefits
companydiwelfare
Welfarebenefits?
aziendale?
The question was answered by 6,058 The question was answered by 6,056
21%
28% participants out of a total of 6,823, 286 of participants out of a total of 6,823, 306
whom (4.7% of respondents) said that they did of whom (5% of respondents) said that
not use the benefit. they did not use the benefit.
72% 79%
High
Alto Low
Basso
9 High
Alto Low
BassoFocus on the Uni.C.A. service.
Information, people services, website, social report
1 2 3
The percentages refer to positive assessments expressed by participants.
Knowledge
Conoscenza del sitoof
di the Uni.C.A.
Uni.C.A. e suawebsite and its
accessibilità da portale
accessibility from the welfare portal 93%
Welfare
Uni.C.A. website:
Sito Internet clarity and
di Uni.C.A.: completeness
chiarezza of the delle
e completezza
information andedocuments published 74%
informative dei documenti pubblicati
Uni.C.A.
Sito Internet di Uni.C.A:website: accessibility,
accessibilità, facilità diease of
navigazione,
77%
reperimentoavailability
navigation, delle informazioni
of information
Uni.C.A. social report: completeness and clarity of
Bilancio di Uni.C.A.: completezza e chiarezza della relazione 78%
the report
● 52% of respondents said that they
People Services
Servizi di consulenza consulting
e assistenza and support
di People Services 68% had never used the People Services HR
ticket.
● 74% of respondents said that they had
Complaints management
Gestione dei reclami 47% never used the complaints service.
10Focus on the Uni.C.A. service.
Points to note
1 2 3
These are the main reasons why some employees expressed low satisfaction:
1. increase in the excess payable for specialist examinations and diagnostic tests (carried out directly) from €10 to
€33, applied during policy renewal for the 2022-2023 period;
2. difficulty in making phone contact with the operations centre of the provider Previmedical and obtaining clear
and complete answers to queries;
3. unclear reasons for the denial of requests for reimbursement of indirectly incurred healthcare expenses.
Points 2 and 3 are dealt with in the assessments expressed on Previmedical's service set out on the page 13 slide.
11Focus on the Previmedical service 4
Focus on the Previmedical service
Portal, call centre, bookings, reimbursements, affiliated network
The percentages refer to positive assessments expressed by participants.
78% 79%
75%
65%
55% 57% 58%
The summary indicator is calculated taking into account a 40% weighting of positive assessments for “Reimbursement of indirect
13 services” and variable 10-15% weightings of positive assessments for the other areas surveyed.Focus on the Aon Pronto-Care service 5
Focus on the Aon Pronto-Care service
Portal, call centre, bookings, reimbursements, affiliated network
The percentages refer to positive assessments expressed by participants.
85%
81%
78%
77% 77% 77%
74%
The summary indicator is calculated taking into account a 40% weighting of positive assessments for “Reimbursement of indirect
15 services” and variable 10-15% weightings of positive assessments for the other areas surveyed.Summary of results 6
Summary of results
• Survey participation rate not particularly high.
• Overall positive results, with particular regard to the value given by people to
health coverage levels and company welfare benefits.
• On the service provider side, points to note regarding health coverage
management by the provider Previmedical and confirmation of appreciation
of Aon Pronto-Care's management of dental coverage.
Next Steps
• The survey results and points to note as reported by employees will be duly
taken into account during the next renewal of the Uni.C.A. health plans in
order to obtain the best possible service.
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