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Malaysian Medical Insurance Sector Customer Experience Management
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
07-Aug-2015
Asia Pacific
Market Research
9AF5-00-09-00-00
HC02401-AP-MR_16523
In this first Customer Experience Management report for Malaysia’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.
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) Malaysian Medical Insurance Sector 2014—Introduction
Customer Experience—Definition
Factors for Choosing Medical Insurance Service Provider
Factors for Discontinuation of Medical Insurance Provider
Preferred Channel for Medical Insurance
Preferred Channel across Stages
Online versus Mobile Channels
Customer Experience Index—Definition and Score
Customer Experience Index 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
Branch versus Online versus Sales Agent Transactions
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)
Customer Experience with Touch-points
Degree of Satisfaction/Dissatisfaction—Branch versus Online
Degree of Satisfaction/Dissatisfaction—Mobile versus Contact Centre Channels
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
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
Evaluation of Experience in the Post-purchase Stage Measured 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 Company
CEI Score for Branch
CEI Score for Sales Agent
CEI Score for Self-Service Facilities
CEI Score for Contact Centre
CEI Score for Mobile
Net Promoter Score (NPS)
Great Eastern Life Assurance—Customer Transaction Preference
Great Eastern Life Assurance—Customer Priority-Experience Profile
Great Eastern Life Assurance—Frequency of Interaction-customer Experience Profile
AIA Berhard—Customer Transaction Preference
AIA Berhard—Customer Priority-Experience Profile
AIA Berhard—Frequency of Interaction-customer Experience Profile
Prudential Assurance—Customer Transaction Preference
Prudential Assurance—Customer Priority-Experience Profile
Prudential Assurance—Frequency of Interaction-customer Experience Profile
Etiqa Insurance—Customer Transaction Preference
Etiqa Insurance—Customer Priority-Experience Profile
Etiqa Insurance—Frequency of Interaction-customer Experience Profile
Contact Centres: Where is it Headed with Regards to CEM?
Mobile: Is this the New Battleground for CEM?
Timely and Relevant Product Promotions: An Old Approach for New Needs?
Do Customer Rewards Programmes Positively Impact Both Customers and Service Providers?
Why Frost & Sullivan
Customer Experience: A Definition
Integrating Process, People and Infrastructure
Frost & Sullivan’s Customer Experience Maturity Model
A 5-step Strategic Approach
Legal Disclaimer
Definitions
Frost & Sullivan Story
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