Service excellence

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Mutua Universal has received the AENOR Service Excellence certification, according to the standard UNE-CEN/TS 16880: 2015, which accredits outstanding customer experiences through service excellence.

Mutua Universal is the first Spanish company to obtain the AENOR Service Excellence certification The certificate covers both the healthcare services and administrative services provided by Mutua Universal to the workers in its associated companies.

The certification aims to design and implement improvements in customer service, with a view to delivering outstanding customer/user experience and exceeding customer expectations. A journey map maps patients' contact points with healthcare and administrative services, and assesses their experience in the various services received.

With this certification, Mutua Universal paces value on its vocation of excellence, present in its value proposition and is what drives its 2018-2020 Strategic Plan.