Quality is essential

When we speak about quality we are referring to all company processes, which lead to total client satisfaction. Only when our customers prove to us that they are completely satisfied, are we satisfied with our service quality. Quality is a continually challenging improvement process, and one for which we are committed to delivering the best assistance services possible, each time, every time.


Mondial Assistance Quality Charter

To meet our clients' high expectations, we ensure that all our staff is expertly trained and informed to be able to deliver on our promise of top quality services. Our assistance platform operates on a set of premises established in the "Mondial Assistance Quality Charter":

  • each incoming call must be answered directly by an Assistance coordinator 
  • each incoming call must be answered within 15 seconds 
  • we encourage and establish customer confidence 
  • we confirm to the customer that his/her problem will be solved by professionals 
  • we ask our clients for their contact details 
  • we always listen carefully to our customers and fully investigate their situation 
  • we verify the customer's right of access to the service 
  • we inform and agree with our customers about next steúps to be taken 
  • we never say: "We are sorry, we are unable to assist you." or " We unfortunately do not have the right solution for your problem" 
  • we never end the conversation with our customers, but wait until they do 
  • we establish continous communication and cooperation with our service providers      


Team of Professionals

Our professional staff brings together diverse talent and experience. Each individual must meet high performance standards and demonstrate key traits such as strong communication skills, in-depth knowledge of foreign languages, reliability, flexibility, and resistance to and good reflexes when under stress 

Training programmes:
Ongoing training programmes ensure that our people are continually updated on the latest knowledge and techniques so as to maintain their level of proficiency and constantly deliver efficient, quality services. These programmes mainly cover:   

  • Efficient telephone conversation and manner 
  • Products & Services 
  • Assistance procedures 
  • PC skills 
  • Language proficiency 

Our customers' level of satisfaction in proof of our service quality
Our customer is the only one who can prove the quality of our service. We request a client's feedback about our service quality through a special quality questionnaire or via the telephone. We analyse the collected data and, based on the output evaluation, take actions to continously improve on the quality of our offer.       

Complaints management
We take all complaints very seriously and consider them as important client readings of our services. We react promptly by taking appropriate action on all complaints. This is an integral part of our response to clients. The compliant share of all interventions in 2005 was 0,06%.      


The Quality of our Network Providers

Each Mondial Assistance network provider must meet all criteria contained in the Quality Charter of Network Providers. The Charter is therefore an integral part of the service contract we establish with each network provider.  

Please visit "Our Network" for more information.