Customer Experience Management Study-Singapore Life Insurance 2014

Benchmarking the industry excellence in delivering superior customer experience

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In this first Customer Experience Management report for Singapore's Life Insurance industry, Frost & Sullivan explores the relationship of the experiences provided by life insurance companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table of Contents

Customer Experience Management Study-Singapore Life Insurance 2014Research MethodologyFrost & Sullivan Research ApproachFrost & Sullivan Research Step-by-Step OverviewOverview of Research ProcessSample MethodologyData Collection Quality ProcessSample Distribution by Service ProviderSample Demographics—Age and GenderSample Demographics—Monthly Personal IncomeFrost & Sullivan Customer Experience IndexExecutive SummaryCustomer Experience Management (CEM) for Singapore’s Life Insurance Industry in 2014Customer Experience—DefinitionFactors for Choosing Life Insurance ProviderFactors for Discontinuation of Life Insurance PatronagePreferred Channel for Life InsurancePreferred Channel across StagesOnline Vs Mobile ChannelsCustomer Experience Index—Definition and ScoreOverall CEI Score by Life Insurance CompanyNet Promoter Score by Life Insurance CompanyChannel Integration and Feedback by Life Insurance CompanyProduct and Service Recommendation by Life Insurance CompanyCustomer Loyalty Reward by Life Insurance CompanyCEM Study—Singapore’s Life Insurance Industry 2014Reason for Service DiscontinuationPreferred Channel for Customer InteractionSales Agent vs Online TransactionAverage Frequency of Branch VisitCustomers’ Top Priority Experience MatrixDegree of Channel IntegrationPriority of Superior Customer Experience and Living up to Sales PromisesCustomer Loyalty RewardCustomer Experience With Touch-pointsDegree of Satisfaction/Dissatisfaction—Branch Vs Online ChannelsDegree of Satisfaction/Dissatisfaction—Mobile Vs Contact CentreUnderstanding Pre-Purchase BehaviourFactors for Choosing Life Insurance CompanyProduct and Service Recommendation by Life Insurance CompanyNew Product Consideration by Life Insurance CompanyChannel Used at Pre-Purchase StageChannel Used for Pre-Purchase EnquiryCustomer Experience With Touch-pointsUnderstanding Purchase BehaviourChannel Used Preferred Channel at Purchase StageUnderstanding Post-Purchase BehaviourChannels Revisited for Post-Sale EnquiryChannel Used for Post-Sale EnquiryEvaluation of Experience in the Post-Purchase Stage by Customer Experience IndicatorsAnalysis by Customer Experience Index (CEI)Customer Loyalty, Recommendation and Additional PurchaseOverall CEI Score by Channels/Touch-pointsOverall CEI Score by Life Insurance ProviderCEI Score for Sales AgentCEI Score for BranchCEI Score for Self-ServiceCEI Score for Contact CentreCEI Score for MobileNet Promoter Score (NPS)Analysis By Company—AIG Asia PacificAIG Asia Pacific—Customer Transaction PreferenceAIG Asia Pacific—Customer Priority Experience ProfileAIG Asia Pacific—Frequency of Interaction Customer Experience ProfileAnalysis By Company—NTUC IncomeNTUC Income—Customer Transaction PreferenceNTUC Income—Customer Priority Experience ProfileNTUC Income—Frequency of Interaction Customer Experience ProfileAnalysis By Company—Great Eastern Life AssuranceGreat Eastern Life Assurance—Customer Transactions’ PreferenceGreat Eastern Life Assurance—Customer Priority Experience ProfileGreat Eastern Life Assurance—Frequency of interaction Customer Experience ProfileAnalysis By Company—Prudential AssurancePrudential Assurance—Customer Transaction PreferencePrudential Assurance—Customer Priority Experience ProfilePrudential Assurance—Frequency of Interaction Customer Experience ProfileFinal Words—What We Are Excited AboutContact Centres—Where is it headed in terms of CEM?Mobile Application—Is this the new battleground for CEM?Timely and relevant product promotions—What is next?Frost & Sullivan’s Customer Experience SolutionsWhy Frost & SullivanCustomer Experience—DefinitionIntegrating Process, People and InfrastructureFrost & Sullivan’s Customer Experience Maturity Model A 5-step Strategic Approach Legal DisclaimerAppendixDefinitionsThe Frost & Sullivan Story

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