1 Harnessing the Voice of the Customer Case Study: Aegon“Aegon was an early adopter of the CustomerGauge hierarchy report, which they used to monitor Net Promoter performance across different departments, teams and even down to the individual level.” 2 With around 24,000 employees serving millions of customers globally, for Aegon, bringing the Voice of Customer into the organization in a structured way was a vital strategy to identify the root cause of customer issues and ensure customer-centricity at all levels of the organization. Aegon previously worked closely with intermediaries to provide products to be sold to end customers. Aegon then began to deal directly with customers, something that was a direct factor in choosing to partner with CustomerGauge. Challenge The o

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