I love my customer crossword

1. When was the last I love My customer campaign? (5)
5. If Allianz can't resolve a complaint who is the customer entitled to contact? (9)
7. Who is the Claims Strategy and Customer Experience Manager in Allianz? (3-9)
10. In January of this year the ABI and BIBA launched a joint code of good practice to help insurers and brokers protect what kind of customers? (10)
12. The complaints ---------- is responsible for the Claims Division complaints best practice process and is the GHO point of contact for escalated customer (10)
13. The customer -------- is what a customer undertakes from FNOL through to settlement (7)
15. The Genesis End to End programme has been launched in Claims to enable what system to be used across the end to end claim journey? (11)
16. In its simplest form, what is CSAT expressed as? (10)
18. What is the customer service module in EiC also known as? (4) Down

2. At the Institute of Customer Service’s UK customer satisfaction awards last week who won best customer service co-creation/collaboration? (5)
3. What visual aid was created so that claims employees could better understand what Allianz key objectives and plans for the future are? (6-3-7)
4. What team help CHC employees and other business partners continuously move toward an improved level of performance, lower leakage and high process adherence? (7)
6. According to The Institute of Customer Service who is the finance company with the best customer service? (5-6)
8. What is the colour of the Sanguine personality type? (6)
9. NPS is the key tool Allianz uses to measure customer ----------- (7)
11. What does the E in AES stand for? (10)
12. What survey allows levels of satisfaction during the lifecycle of a claim to be tracked? (4)
14. In the last I love my customer campaign, what colour did people dress in for the dress down day? (3)
17. What does like the last E in EASE stand for? (7)