Customer Experience Management Study - Malaysia's Life Insurance Market, 2015

  • ID: 3850870
  • Report
  • Region: Malaysia
  • 109 Pages
  • Frost & Sullivan
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Benchmarking the Industry Excellence in Delivering Superior Customer Experience

FEATURED COMPANIES

  • AIA Berhad
  • Eastern Life Assurance
  • Etiqa
  • MORE
Customer experience is the accumulation of customers’ experiences throughout their journey with the supplier, across any and all functions, products and services, and various touch points. We evaluate the various experiences provided by Malaysia's life insurer.

This research service takes a look at the critical factors that influence customer behaviour throughout the three phases—pre-purchase, purchase, and post-purchase - of their journey through life insurers’ touch points.

The research service utilises the proprietary Customer Experience Index (CEI) methodology, as well as the widely used Net Promoter Scores (NPS) methodology to understand the dynamics of the interactions between customers and their insurer.
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • AIA Berhad
  • Eastern Life Assurance
  • Etiqa
  • MORE
1. Research Methodology

2. Executive Summary

3. CEM Study-Malaysia’s Life Insurance Sector 2015

4. Understanding Pre-Purchase Behaviour

5. Understanding Purchase Behaviour

6. Understanding Post-Purchase Behaviour

7. Analysis by Customer Experience Index (CEI)

8. Company Analysis-Great Eastern Life Assurance

9. Company Analysis-AIA Berhad

10. Company Analysis-Etiqa

11. Company Analysis-Prudential Assurance

12. Final Words-What We Are Excited About

13. Appendix
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- AIA Berhad
- Eastern Life Assurance
- Etiqa
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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