Malaysian Medical Insurance Sector Customer Experience Management

Malaysian Medical Insurance Sector Customer Experience Management

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

RELEASE DATE
07-Aug-2015
REGION
Asia Pacific
Research Code: 9AF5-00-09-00-00
SKU: HC02401-AP-MR_16523

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$3,950.00

$2,962.50 save 25 %

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Description

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

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

In this first Customer Experience Management report for Malaysias 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 9AF5-00-09-00-00
Is Prebook No