FD Declaration & KPIs
Our policy on customer-oriented business operations and our key performance indicators (KPIs). (Reference translation; in case of any discrepancy, the Japanese version prevails.)
FD (Fiduciary Duty) Declaration as an Insurance Agency
Through our insurance agency business, we declare that we will pursue the best interests of our customers and act as a trusted partner. Based on the policies below, we will ensure customer-oriented business operations.
1. Customer-Oriented Business Operations
We propose the most suitable insurance products for each customer’s life stage and needs, and always conduct our business from the customer’s point of view. (Principle 2)
2. Fair and Honest Information
We provide accurate, easy-to-understand information on product details, risks and costs, so that customers can sign contracts only after fully understanding and agreeing to them. (Principles 2, 4 and 5)
3. Appropriate Management of Conflicts of Interest
We properly identify, manage and address potential conflicts of interest so that customers’ interests are not unfairly harmed. (Principle 3)
4. Improving Customer Satisfaction
We take customers’ opinions and requests seriously and use them to improve our services. We strive to improve customer satisfaction through regular surveys and feedback. (Principle 2)
5. Continuous Training and Expertise
Every member of our staff keeps learning and building expertise, continuing to grow as an insurance professional customers can trust. (Principle 7)
About Our KPIs (Key Performance Indicators)
World Insurance Co., Ltd. has set the following key performance indicators (KPIs), which it manages and applies appropriately, with the aim of improving service quality for customers and achieving sustainable growth.
1. Sales Performance Indicators
To achieve stable, continuous operations, we focus on indicators such as revenue, number of new contracts and closing rate, and work to optimize our sales activities.
2. Sales Process Indicators
We visualize each step from inquiry to contract and track the number of leads, meetings and quotes submitted, building an efficient, high-quality sales system.
3. Customer Service and Service Quality Indicators
To improve customer satisfaction, we strengthen prompt initial responses, appropriate proposals and continuous follow-up, maintaining and improving service quality.
4. Profitability Indicators
We properly manage customer acquisition cost (CPA) and customer lifetime value (LTV), aiming for a sound and efficient revenue structure.
5. Contract Retention Indicators
We treat higher renewal rates and lower cancellation rates as key indicators, building long-term relationships of trust and a stable customer base.
6. Marketing Indicators
We optimize customer acquisition through digital channels and continuously work to increase inquiries and conversion rates.
7. Operational Efficiency and Response Speed Indicators
To respond to customers quickly, we focus on shortening initial response times and the lead time to quote submission, and continuously improve our business processes.
Going Forward
We will review these KPIs regularly and, adapting flexibly to changes in society and customer needs, strive to deliver even higher-quality services and increase our corporate value.