Malaysia Life Insurance Customer Experience Management

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

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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

Malaysia Life Insurance Customer Experience ManagementResearch 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 Malaysian Life Insurance Sector in 2014Customer Experience—DefinitionFactors for Choosing Life Insurance ProviderFactors for Discontinuation of Life Insurance ProviderPreferred Channel for Life InsurancePreferred Channel across StagesOnline Vs Mobile ChannelsCustomer Experience Index—Definition and ScoreCustomer Experience Index 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 Report—Malaysia’s Life Insurance Sector 2014Reason for Service DiscontinuationPreferred Channel for Customer InteractionSales Agent vs Branch TransactionsAverage Frequency of Branch VisitCustomers’ Top Priority-experience matrixDegree of Channel IntegrationPriority of Superior Customer Experience and Living up to Sales PromisesCustomer Loyalty RewardCustomer Loyalty Reward (continued)Degree of Satisfaction/Dissatisfaction—Branches Vs Online ChannelsDegree of Satisfaction/Dissatisfaction—Mobile Vs Contact Centre ChannelsCustomer Experience With Touch-pointsUnderstanding Pre-Purchase BehaviourFactors for Choosing Life Insurance CompanyProduct and Service Recommendation by Life Insurance CompanyNew Product Consideration by Life Insurance Company Channel Used at Pre-Purchase StageChannels Used for Pre-Purchase InquiryCustomer Experience with Touch-pointsEvaluation of Experience in the Pre-Purchase Stage by Customer Experience indicatorsUnderstanding Purchase BehaviourChannel Preferred by Life Insurance CompanyPreferred Channel at Purchase StageUnderstanding Post-Purchase BehaviourChannels Revisited for Post-Purchase EnquiryChannel Used for Post-Purchase EnquiryCustomer Experience with Touch-pointsAnalysis by Customer Experience Index (CEI)Customer Loyalty, Recommendation and Additional PurchaseOverall CEI Score by Channels/Touch-pointsOverall CEI Score by Life Insurance CompanyCEI Score for BranchCEI Score for Sales AgentCEI Score for Self-Service FacilitiesCEI Score for Self-Service FacilitiesNet Promoter Score (NPS)Analysis by Company—Great Eastern Life AssuranceGreat Eastern Life Assurance—Customer Transaction PreferenceGreat Eastern Life Assurance—Customer Priority-experience ProfileGreat Eastern Life Assurance—Customer Frequency-Experience MatrixAnalysis by Company—AIA BerhadAIA Berhad—Customer Transactions’ PreferenceAIA Berhad—Customer Priority-Experience MatrixAIA Berhad—Customer Frequency-Experience MatrixAnalysis by Company—Prudential AssurancePrudential Assurance—Customer Transactions’ PreferencePrudential Assurance—Customer Priority-Experience MatrixPrudential Assurance—Customer Frequency-experience MatrixAnalysis by Company—Etiqa InsuranceEtiqa Insurance—Customer Transactions’ PreferenceEtiqa Insurance—Customer Priority-Experience MatrixEtiqa Insurance—Customer Frequency-Experience MatrixFinal Words—What We are Excited AboutContact 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?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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