Singapore Medical Insurance Customer Experience Management
Singapore Medical Insurance Customer Experience Management
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
RELEASE DATE
06-Aug-2015
06-Aug-2015
REGION
Asia Pacific
Asia Pacific
Research Code: 9AF5-00-03-00-00
SKU: HC02399-AP-MR_16521
$3,950.00
Special Price $2,962.50 save 25 %
In stock
SKU
HC02399-AP-MR_16521
Description
In this first Customer Experience Management report for Singapore's Medical Insurance industry, Frost & Sullivan explores the relationship of the experiences provided by medical 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
Frost & Sullivan Research Approach
Frost & Sullivan Research Step-by-Step Overview
Overview of Research Process
Sample Methodology
Data Collection Quality Process
Sample Distribution by Service Provider
Sample Demographics—Age and Gender
Sample Demographics—Monthly Personal Income
Frost & Sullivan Customer Experience Index
Customer Experience Management (CEM) for Singapore’s Medical Insurance Industry in 2014
Customer Experience—Definition
Factors for Choosing Medical Insurance Provider
Factors for Discontinuation of Medical Insurance Patronage
Preferred Channel for Medical Insurance
Preferred Channel across Stages
Online Vs Mobile Channels
Customer Experience Index—Definition and Score
Overall CEI Score by Medical Insurance Company
Net Promoter Score by Medical Insurance Company
Channel Integration and Feedback by Medical Insurance Company
Product and Service Recommendation by Medical Insurance Company
Customer Loyalty Reward by Medical Insurance Company
Reason for Service Discontinuation
Preferred Channel for Customer Interaction
Sales Agent vs Online Transaction
Average Frequency of Branch Visit
Customers’ Top Priority-experience matrix
Degree of Channel Integration
Priority of Superior Customer Experience and Living up to Sales Promises
Customer Loyalty Reward
Customer Experience with Touch-points
Degree of Satisfaction/Dissatisfaction—Branch Vs Online Channels
Degree of Satisfaction/Dissatisfaction—Mobile Vs Contact Centre
Factors for Choosing Medical Insurance Company
Product and Service Recommendation by Medical Insurance Company
New Product Consideration by Medical Insurance Company
Channel Used at Pre-Purchase Stage
Channel Used for Pre-Purchase Enquiry
Customer Experience with Touch-points
Channel Used
Preferred Channel at Purchase Stage
Channels Revisited for Post-Sale Enquiry
Channel Used for Post-Sale Enquiry
Evaluation of Experience in the Post-Purchase Stage by Customer Experience Indicators
Customer Experience with Touch-points
Customer Loyalty, Recommendation and Additional Purchase
Overall CEI Score by Channels/Touch-points
Overall CEI Score by Medical Insurance Provider
CEI Score for Sales Agent
CEI Score for Branch
CEI Score for Self-Service
CEI Score for Contact Centre
CEI Score for Mobile
Net Promoter Score (NPS)
AIG Asia Pacific—Customer Transaction Preference
AIG Asia Pacific—Customer Priority Experience Profile
AIG Asia Pacific—Frequency of Interaction Customer Experience Profile
Great Eastern Life Assurance—Customer Transaction Preference
Great Eastern Life Assurance—Customer Priority Experience Profile
Great Eastern Life Assurance—Frequency of Interaction Customer Experience
Prudential Assurance—Customer Transaction Preference
Prudential Assurance—Customer Priority Experience Profile
Prudential Assurance—Frequency of Interaction Customer Experience Profile
NTUC Income—Customer Transaction Preference
NTUC Income—Customer Priority Experience Profile
NTUC Income—Frequency of Interaction Customer Experience Profile
Contact 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?
Why Frost & Sullivan
Customer Experience—Definition
Integrating Process, People and Infrastructure
Frost & Sullivan’s Customer Experience Maturity Model
A 5-step Strategic Approach
Legal Disclaimer
Definitions
The Frost & Sullivan Story
Popular Topics
In this first Customer Experience Management report for Singapore's Medical Insurance industry, Frost & Sullivan explores the relationship of the experiences provided by medical 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.
No Index | No |
---|---|
Podcast | No |
Author | Iskandar Ishak |
Industries | Healthcare |
WIP Number | 9AF5-00-03-00-00 |
Is Prebook | No |