Taking care of our clients is our priority concern

Management Charter :  On May 7th, 2001, Mondial Assistance Reunion’s management team committed to a Management Charter.

Client Unit :The objective of a Client Unit is to prepare the integration of a new client and new products. Over time, the Client Unit guarantees commitments made to the client. It brings together the company’s experts.

Satisfaction Evaluation :  Our « quality questionnaire », which is sent out monthly, closes our assistance files and enables us to measure our clients’ satisfaction, at the time of our intervention and that of our network service provider. The survey data provides us with valuable information, which we then use to better anticipate our clients’ new expectations.

We listen to our clients : Permanent coordination and contact with our clients enables us to take into account their expectations and needs.

Quality objectives : Our Quality Committee defines quality objectives early in the year. Daily and monthly follow-up makes it possible to verify whether or not we are achieving these objectives. Daily follow-up of our service quality: discussion, listening, accompaniment, accessibility, Service Quality Index, average response time… 

The guarantee of a well controlled service

ISO 9001 Certification :Mondial Assistance Reunion is committed to a quality approach with ISO 9001 Certification as a key element of this approach. This quality approach provides our corporate clients with concrete guarantees such as controlled services via a series of applied procedures, and controls carried out by internal and external audits.

Quality Control Plan : Procedures and their applications are controlled by internal and external audits (Anonymous telephone calling, file samples, listening, quizzes, etc...) 

Quality Meetings : Consisting of managers and members of their teams, quality listeners, who are responsible for quality within the company, ensure that procedures are respected and make improvement propositions.

Continuous Quality Improvement

Reports which signal unorthodox factors or problems with standards help us determine a malfunctioning area and thereby treat our Client’s dissatisfaction.  Corrective actions undertaken aim to remove all causes of malfunctioning. Preventive actions aim to keep malfunctioning from happening in the first place. Both add value to our work methods.

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