Keeping our customers at the heart of what we do

Our Board maintains their connection with our customers through regular Customer Experience reports, participating in store visits and listening to live customer calls.  Senior leaders from Medibank and ahm actively support customers in stores every month. These experiences provide leadership with exposure to the customer experience, supporting more informed decision-making. This approach makes it easier for our people to better support our customers and enables strategic decisions to be grounded in real customer insights. 

We’ve cultivated a culture of active listening through initiatives like: 

• I listen better sessions - monthly sessions where employees from all areas of the business listen to anonymised customer calls. These sessions foster a deeper understanding of customer needs and interactions. 
• Customer immersion sessions - these live sessions involve deep conversations with current customers on topics that significantly impact their lives, extending beyond health insurance, to broader health and wellbeing concerns. 
• Voice of Customer - a comprehensive program providing customer feedback on their experiences, measured through Net Promoter Score and customer verbatims. This feedback is embedded into our team operating rhythms, informing priorities to address customer pain points. 
• ahm customer first pilot – empowers ahm customer support teams to own their work end-to-end, remove friction and design seamless, purposeful experiences that deliver what matters for customers.  

Our retail concierge program offers our corporate employees the opportunities to support frontline colleagues in retail stores during peak periods. This helps to strengthen team collaboration and provide valuable firsthand experience of customer interactions.  

This holistic approach to customer experience is the cornerstone of our commitment to delivering better health and wellbeing outcomes for all.