Sustainable value creation for all the stakeholders is a key objective in a.s.r.’s strategy. On the Capital Markets Day 2024, a.s.r. announced new strategic non-financial targets that aim to contribute to a.s.r.’s ambition to be among the most sustainable insurers in Europe. The new strategic targets replace the strategic non-financial targets that were set for 2022–2024, with the exception of the target for customer satisfaction. The combination with Aegon NL was one of the reasons to set new strategic targets in 2024. Targets are based on the assumption of normal (financial) markets, environmental and economic conditions (per end of 2024) and no material regulatory changes. Targets could be affected materially by changes in these topics, including changes in the transition to net zero. See section 8.6 for a detailed description of each of the non-financial targets.
Customer satisfaction
a.s.r. aims to be the best financial service provider. This KPI offers insights into customer experience, which is closely monitored through NPS surveys. These surveys also provide valuable feedback during the integration and migration of Aegon customers to a.s.r. products.
(-100 to 100, m.a. = market average)
2024: Net Promoter Score-r
a.s.r. closely monitors customer satisfaction by continuously measuring feedback through the Net Promoter Score (NPS). And does so through various indicators, such as the Net Promoter Score for customer relationship (NPS-r), which is an analysis of the customer relationship; this extends the methodology of the Net Promoter score for contact moments (NPS-c). NPS-c only measures customer satisfaction during contact moments. Business lines continue to report on NPS-c (see section 4). The NPS-r on a.s.r. group level is compared to the market average, where market average is equal to a score of 0. The target was to achieve an NPS-r higher than the market average at 2024 year-end. The 2024 result did decrease from -9 to -11. The main attention points from customer feedback for 2025 are to continuously improve online communication, accessibility, and user-friendliness. Additionally, attention for guidance during the migration of Aegon NL processes into a.s.r. processes also continue to be an attention point.
2025-2026: Net Promoter Score-i
For the period 2025-2026 the target (+4 in 2026 compared to January 1, 2025) is based on the Net Promoter Score for interactions (NPS-i). NPS-i is a customer satisfaction metric based on both online and offline channels. NPS-i combines NPS-c and NPS-d. It includes contact (c) and digital (d) client interaction. This KPI gives insight in the customer experience in high impact contacts and the potential of improvement.
(in % compared to base year 2023)1
- 1 Asset management: investments own account (scope 1 and 2 emissions). Real estate and mortgages: investments own account and third party assets managed by a.s.r. (scope 1, 2 and 3 emissions).
Climate is a material topic for a.s.r. as it is a subject of interest to multiple stakeholders (e.g. customers, NGO’s, supervisors and investors). The target is a carbon footprint reduction with 25% of the internally managed own account assets and 3rd party assets in 2030. The base year is 2023. This KPI shows the GHG emission intensity reduction in tonnes CO2 equivalent (CO2e) per € million invested. Emissions are in line with the GHG Protocol scope 3 category 15: investments.
The carbon footprint of the investment portfolio decreased by 5% in 2024 compared to 31 December, 2023. This is in line with the target of 25% reduction in 2030 compared to 2023. The decrease is mainly due to increase of allocations in the government bond portfolio to countries with lower emissions. For more information about a.s.r. climate ambitions, see section 6.2.1.
(in % of total AuM1)
- 1 7.1% is an estimate since there was no full insight in the portfolio due to the integration of Aegon NL.
a.s.r. aims to contribute positively through its impact investments while also aiming to generate an attractive return. The target impact investment is 10% of own account and internally managed affiliated assets in 2027. The definition of the Global Impact Investing Network (GIIN) applies to this target: an investment that seeks to generate positive, measurable social and environmental impact alongside financial return. Per asset class specific criteria apply.
Impact investments have increased by 1.6%-point to 8.7% of the investment portfolio (31 December, 2023: 7.1%) primarily driven by an increase of green bonds in the investment portfolio.
For more information about the 2024 scope of impact investing, see section 6.5.3.5 CSRD accounting policies.
(in percentile)
- 1 The target covers all a.s.r. employees including contractors, temporary workers and seconded workers with an a.s.r. contract and interns. Employees of subsidiaries are not in scope of this target.
Employee engagement is crucial for the successful implementation of a.s.r.’s strategy. This KPI is widely adopted and aligns with 1,000+ organisations. The measurement via the annual Denison scan is based on four themes: Vision, Core values and behaviour, Empowerment and Knowledge development. The KPI is expressed as a percentile and compared against the benchmark.
a.s.r. wants to be an attractive employer. A strong employee engagement is important for achieving the company’s targets. a.s.r. will gradually increase the target for employee engagement in the coming years to 85 in 2026. The 2024 score is a baseline measurement, as it was the first time the KPI was tracked for the combined company. The 2024 results reflect the stage of integration that a.s.r. is currently in and provide points of reference to further strengthen the joint culture.
(in %)
a.s.r.’s sustainable reputation is crucial for its corporate strategy and market positioning. This KPI shows the score of a.s.r. based on surveys under Dutch people in the age of 18 till 65 years. The survey measures the score on the following attributes: Honesty, Sustainability, Reliability and Socially responsible. The survey is conducted by DVJ Insights. People score from 0%-100%. The target is to attain a percentage between 38-43% per annum in the period 2024-2026. The attributes included in the survey are important elements for the positioning of a.s.r.
In 2024, steps were undertaken to improve the perception of a.s.r.’s sustainable reputation, such as the launch of new marketing campaigns. More generally, in the broader market, more companies appear to be claiming 'sustainability', and it is increasingly difficult for a company to distinguish itself on this topic as a brand.
Gender diversity
a.s.r. strives for a workforce that is a representative reflection of society. Diversity provide insights from more angles and enriches decision making. The target is to achieve at least 40% women and at least 40% men within Supervisory Board, Management Board and Management. Management consists of senior, higher and team management. In 2024, initiatives were taken to further improve gender balance.