Malaysian Medical Insurance Sector 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 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

Malaysian Medical Insurance Sector 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) Malaysian Medical Insurance Sector 2014—IntroductionCustomer Experience—DefinitionFactors for Choosing Medical Insurance Service ProviderFactors for Discontinuation of Medical Insurance ProviderPreferred Channel for Medical InsurancePreferred Channel across StagesOnline versus Mobile ChannelsCustomer Experience Index—Definition and ScoreCustomer Experience Index Score by Medical Insurance CompanyNet Promoter Score by Medical Insurance CompanyChannel Integration and Feedback by Medical Insurance CompanyProduct and Service Recommendation by Medical Insurance CompanyCustomer Loyalty Reward by Medical Insurance CompanyCEM Report—Malaysia’s Medical Insurance Sector 2014Reason for Service DiscontinuationPreferred Channel for Customer InteractionBranch versus Online versus Sales Agent TransactionsFrequency 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)Customer Experience with Touch-pointsDegree of Satisfaction/Dissatisfaction—Branch versus OnlineDegree of Satisfaction/Dissatisfaction—Mobile versus Contact Centre ChannelsUnderstanding Pre-Purchase BehaviourFactors for Choosing Medical Insurance CompanyProduct and Service Recommendation by Medical Insurance CompanyNew Product Consideration by Medical 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 EnquiryEvaluation of Experience in the Post-purchase Stage Measured by Customer Experience IndicatorsCustomer Experience with Touch-pointsAnalysis by Customer Experience Index (CEI)Customer Loyalty, Recommendation and Additional PurchaseOverall CEI Score by Channels/Touch-pointsOverall CEI Score by Medical Insurance CompanyCEI Score for BranchCEI Score for Sales AgentCEI Score for Self-Service FacilitiesCEI Score for Contact CentreCEI Score for MobileNet 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—Frequency of Interaction-customer Experience ProfileAnalysis by Company: AIA BerhadAIA Berhard—Customer Transaction PreferenceAIA Berhard—Customer Priority-Experience ProfileAIA Berhard—Frequency of Interaction-customer Experience ProfileAnalysis by Company: Prudential AssurancePrudential Assurance—Customer Transaction PreferencePrudential Assurance—Customer Priority-Experience ProfilePrudential Assurance—Frequency of Interaction-customer Experience ProfileAnalysis by Company: Etiqa InsuranceEtiqa Insurance—Customer Transaction PreferenceEtiqa Insurance—Customer Priority-Experience ProfileEtiqa Insurance—Frequency of Interaction-customer Experience ProfileFinal 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: An Old Approach for New Needs?Do Customer Rewards Programmes Positively Impact Both Customers and Service Providers?Frost & Sullivan Customer Experience SolutionsWhy Frost & SullivanCustomer Experience: A DefinitionIntegrating Process, People and InfrastructureFrost & Sullivan’s Customer Experience Maturity ModelA 5-step Strategic ApproachLegal DisclaimerAppendixDefinitionsFrost & Sullivan Story

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