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
REGION
Asia Pacific
Research Code: 9AF5-00-03-00-00
SKU: HC02399-AP-MR_16521
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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

Related Research
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.
More Information
No Index No
Podcast No
Author Iskandar Ishak
Industries Healthcare
WIP Number 9AF5-00-03-00-00
Is Prebook No