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Malaysia Life Insurance Customer Experience Management
Malaysia Life Insurance Customer Experience Management
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
RELEASE DATE
04-Aug-2015
04-Aug-2015
REGION
Asia Pacific
Asia Pacific
Research Code: 9AF5-00-04-00-00
SKU: HC02400-AP-MR_16522
$3,950.00
Special Price $2,962.50 save 25 %
In stock
SKU
HC02400-AP-MR_16522
Description
In this first Customer Experience Management report for Malaysia’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
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 Malaysian Life Insurance Sector in 2014
Customer Experience—Definition
Factors for Choosing Life Insurance Provider
Factors for Discontinuation of Life Insurance Provider
Preferred Channel for Life Insurance
Preferred Channel across Stages
Online Vs Mobile Channels
Customer Experience Index—Definition and Score
Customer Experience Index Score by Life Insurance Company
Net Promoter Score by Life Insurance Company
Channel Integration and Feedback by Life Insurance Company
Product and Service Recommendation by Life Insurance Company
Customer Loyalty Reward by Life Insurance Company
Reason for Service Discontinuation
Preferred Channel for Customer Interaction
Sales Agent vs Branch Transactions
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 Loyalty Reward (continued)
Degree of Satisfaction/Dissatisfaction—Branches Vs Online Channels
Degree of Satisfaction/Dissatisfaction—Mobile Vs Contact Centre Channels
Customer Experience With Touch-points
Factors for Choosing Life Insurance Company
Product and Service Recommendation by Life Insurance Company
New Product Consideration by Life Insurance Company
Channel Used at Pre-Purchase Stage
Channels Used for Pre-Purchase Inquiry
Customer Experience with Touch-points
Evaluation of Experience in the Pre-Purchase Stage by Customer Experience indicators
Channel Preferred by Life Insurance Company
Preferred Channel at Purchase Stage
Channels Revisited for Post-Purchase Enquiry
Channel Used for Post-Purchase Enquiry
Customer Experience with Touch-points
Customer Loyalty, Recommendation and Additional Purchase
Overall CEI Score by Channels/Touch-points
Overall CEI Score by Life Insurance Company
CEI Score for Branch
CEI Score for Sales Agent
CEI Score for Self-Service Facilities
CEI Score for Self-Service Facilities
Net Promoter Score (NPS)
Great Eastern Life Assurance—Customer Transaction Preference
Great Eastern Life Assurance—Customer Priority-experience Profile
Great Eastern Life Assurance—Customer Frequency-Experience Matrix
AIA Berhad—Customer Transactions’ Preference
AIA Berhad—Customer Priority-Experience Matrix
AIA Berhad—Customer Frequency-Experience Matrix
Prudential Assurance—Customer Transactions’ Preference
Prudential Assurance—Customer Priority-Experience Matrix
Prudential Assurance—Customer Frequency-experience Matrix
Etiqa Insurance—Customer Transactions’ Preference
Etiqa Insurance—Customer Priority-Experience Matrix
Etiqa Insurance—Customer Frequency-Experience Matrix
Contact Centres—Where is it Headed with Regards to CEM?
Mobile—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 Malaysias 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.
| No Index | No |
|---|---|
| Podcast | No |
| Author | Iskandar Ishak |
| Industries | Healthcare |
| WIP Number | 9AF5-00-04-00-00 |
| Is Prebook | No |