Key Performance Indicators (KPI) to Promote Our CSR Initiatives
The MS&AD Insurance Group introduced "KPI for the promotion of CSR initiatives at the MS&AD Insurance Group" in three group companies, including MS&AD Holdings, MSI and ADI in fiscal 2012. The KPI was introduced at the three more companies, Mitsui Direct General, MSI Aioi Life, and MSI Primary Life in fiscal 2013.
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(*) Exclude MS&AD Holdings
Results
| Issues | Index | FY2014 | FY2015 | FY2016 | FY2017 | Covered Companies | |||
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| Performance | Performance | Performance | Group Target | ||||||
| P r i o r i t y I s s u e s |
P i l l a r I |
Earning trust through the improvement of quality of products and services | (1) Improvements of products/services initiated by customers' voices | - | - | Main efforts find below | Continue the approaches | Domestic Group Companies(*2) | |
| (2) Customer satisfaction for overall response to accidents (questionnaire results) | Ratio of customers satisfied with accident response for automobile insurance | 89.1% | 95.5% | 95.6% | Equal to or greater than the previous year | MSI,ADI | |||
| Ratio of customers satisfied with accident response for fire, personal accident, and casualty insurance | 90.2% | 96.5% | 96.6% | ||||||
| (3) Customer satisfaction for benefit claims procedure (questionnaire results) | 97.3% | 97.7% | 94.6% | MSI Aioi Life | |||||
| (4) Ratio of customer recommendation for company/agents (questionnaire results) | Ratio of customers who are willing to recommend either MSI or ADI to their friends and acquaintances | 89.3% | 91.9% | 91.8% | MSI,ADI | ||||
| Ratio of customers wishing to recommend any agents to their friends and acquaintances | 88.1% | 90.7% | 88.9% | MSI Aioi Life | |||||
| P i l l a r II |
Contribution to the resolution of social issues through improving quality of products and services | (5) Disclosing new issues/risks confronting our society as a result of studies, and developing and improving our products to address these new issues/risks | - | Continue the approaches | Main efforts find below | Continue the approaches | Domestic Group Companies(*2) | ||
| (6) Web policy clauses selection rate(*1) | The ratio of contracts which selected the Web policy | 70.7% | 74.0% | 78.1% | 75.0% | MSI,ADI | |||
| Shared Group Initiatives | (7) Electricity consumption | Electricity consumption of all domestic locations | 159,508 Thousand kWh （▲2.4%） |
152,772 Thousand kWh （▲4.0%） |
150,263 Thousand kWh （▲1.8%） |
▲2.9% | Domestic Group Companies | ||
| (8) Paper consumption | Paper consumption of all domestic locations (Copy paper, prints, machine tabulation) | 13,188t （▲17.3%） |
13,928t （+5.6%） |
12,993t （▲6.7%） |
▲4.1% | ||||
| (9) Gasoline consumption | Gasoline consumption of all domestic locations | 7,467KL （+4.8%） |
6,489KL （▲13.1%） |
6,139KL （▲5.4%） |
▲3.0% | ||||
| (10) Number of employees practicing social contribution activities(*3) | 15,124 | 16,507 | 19,861 | Equal to or greater than the previous year | |||||
| (11) Of the above, the number of employees participating in waterside biodiversity conservation activities | 5,013 | 5,363 | 5,654 | ||||||
| (12) Number of female managers | Number of female employees (manager position and above) | 377 | 449 | 551 | |||||
| (13) Employee satisfaction (questionnaire results), "Pride, Job satisfaction" | Ratio of employees feeling pride or job satisfaction (all-employee average on a 6-point scale) | 4.3points | 4.4points | 4.4points | |||||
| (14) Employee satisfaction (questionnaire results), "Working Vigorously" | Ratio of employees, regardless of sex and age, feeling free and lively at work places (all-employee average on a 6-point scale) | 4.2points | 4.3points | 4.2points | |||||
(*1) Terms and Conditions was made available online in consideration of environment.
(*2) Exclude MS&AD Holdings
(*3) Number of employees who participated in volunteering activities or made donations as a member of a corporate or an individual.
＜FY2016 Examples＞
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(1) Improvements of products and services initiated by customers' voices |
●Relatives Notification System, in which policy holders register one relative as an emergency contact for an insurance contract. This system makes sure to deliver important notifications regarding insurance contracts to the registered relatives during emergencies when we cannot contact policyholders. This system also makes it possible to share contract contents by simple identity verification during inquiries from the relative. [MSI, ADI, MSI Aioi Life, MSI Primary Life] |
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(2) Disclosing new issues/risks confronting our society, and developing and improving our products to address these new issues/risks. |
●Safe operations support service for domestic vessels utilizing smartphones in partnership with Weathernews Inc. This service alerts domestic vessels sailing in rough waters with sound and e-mails. It also gives forecasts of atmospheric or marine weather or shows videos of waters around the vessel on a dedicated website to help prevent accidents and to be used by vessel operators to choose safe routes. [MSI] |
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Mid-term Target
*For the following targets at the end of fiscal 2017, we aim to exceed the performance level of fiscal 2016:
- Customer satisfaction for overall response to accidents
- Ratio of customer recommendations for company/agents
*For the target of “Number of female managers”, at the end of fiscal 2020, three Group insurance companies holds each target as below;
- MSI : 480 female managers (four times compared to 120 in fiscal 2014)
- ADI : Share of deputy managers or higher occupied by women up to 30% (24.5%, present (May, 2017))
- MSI Aioi Life : Share of deputy managers or higher occupied by women up to 50% and the number of female managers to be increased 5 times as many as that in the present (May, 2017)
*For the target of reduction of CO2, The MS&AD Insurance Group holds target as below;
Reduce CO2 emissions to 70% from the base year (fiscal 2009) in 2050, and reduce to 30% in 2020.
