Terms and conditions of participation

Voice of the Customer
Our answers to the most frequently asked questions

You can find here the answers to our policyholders’ most frequently asked questions concerning the “Voice of the Customer” programme.
This programme for the continuous improvement of our services aims to let customers have their say. By sharing their opinions, interested customers can not only actively participate in improving existing processes and products, but also contribute to developing new products and services.

Voice of the Customer

How can I join the “Voice of the Customer” community?

To join the “Voice of the Customer” community, you must reside in Switzerland, be insured with Groupe Mutuel and be over 18 years of age. Groupe Mutuel employees are not allowed to join.

You can join the “Voice of the Customer” community by completing our registration form. In this form, you will be asked to provide information so that we can invite you to participate in studies or activities carried out by Groupe Mutuel and its partners. The registration period and process are communicated via various Groupe Mutuel media as well as on the Internet (email, social networks, Customer Area, etc.).

The registration form takes less than five minutes to complete.

In the registration form, why are you asking for information that Groupe Mutuel already has?

For reasons of confidentiality and data protection, policyholder information held by Groupe Mutuel is neither used nor cross-checked with information from the “Voice of the Customer” community. The only cross-checking that will be carried out is the periodic verification of the insured status with Groupe Mutuel of the members of the “Voice of the Customer” community.

How am I selected and invited to take part in studies?

Depending on the purpose of the study, members of the “Voice of the Customer” community are selected at random, according to specific criteria. They are then invited by telephone or email to take part in the study.

If you are selected, you will be informed in the invitation of the context and type of study (online survey, personal interview, user test, etc.) as well as its location and duration.
Participation in a study is always voluntary. Therefore, you decide if and when you take part.
Being part of the “Voice of the Customer” community does not give you the right to take part in studies. Selection is based on specific criteria.

How often will I be contacted for research?

Groupe Mutuel regularly conducts surveys and the frequency with which you will be invited to participate depends on your profile, your preferences and the topics covered. However, Groupe Mutuel plans to contact you no more than eight times a year for surveys.

How will Groupe Mutuel use my answers?

We guarantee the anonymity of your answers:

All your feedback will be summarised anonymously.
Your answers will be analysed and used solely to determine improvements and developments to be made to Groupe Mutuel's products and services.
If, for a particular study, your answers are not to be anonymised, you will be informed of this beforehand when you are invited to take part in the study.

If you would like more information on how your personal data is processed, please consult our Privacy Policy.

What equipment do I need to take part in an online study?

You can take part in our surveys on all computers (PCs and Macs) and mobile devices with Internet access (mobile phones, tablets, etc.), using the Internet browser of your choice. However, we recommend that you update your browser regularly so that you can participate in the best possible conditions.

Where are the face-to-face interviews held?

When face-to-face personal interviews are envisaged, they are generally offered in a location as close as possible to your home in order to facilitate your participation (for example, the Groupe Mutuel agency closest to your home).

Do I receive anything for taking part in these studies?

The amount and nature of the remuneration depend on the scope and type of the study, as well as the time required and the location. This information is defined and communicated by Groupe Mutuel at the time of the invitation to the study.

How can I unsubscribe and stop taking part in surveys?

Your participation in the “Voice of the Customer” community is entirely voluntary and may be cancelled at any time by either party.

You can unsubscribe by sending an e-mail to voiceofcustomer@groupemutuel.ch or by clicking on the "unsubscribe" link in any electronic material sent to you.

Your personal data will be deleted, with the exception of the consent, confidentiality and non-disclosure forms that you sign to take part in our qualitative studies (individual interviews, focus groups, etc.). We need to keep these documents as evidence.

Do you work with study partners?

To help us manage the “Voice of the Customer” community and conduct certain studies, we work with third-party service providers. These third-party service providers are based in Switzerland, comply fully with the legal requirements on data protection and offer all the guarantees required in terms of information security.