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Customer Experience Management Study—Australia’s Private Health Insurance Sector 2015

Customer Experience Management Study—Australia’s Private Health Insurance Sector 2015

In this customer experience management study on the Australian private health insurance sector, Frost & Sullivan explores the relationship between the different experiences provided by insurers for their customers. Critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase, and post-purchase) of their journey, are analysed through the service providers' touch points. The study also tries to help insurers understand what could be a good strategy for them to improve customer service and hence, better their rating.


  • Research Methodology
    • Frost & Sullivan Research Approach
    • Frost & Sullivan Research Step-by-Step Overview
    • Overview of Research Process
    • Sample Methodology
    • Data Collection Quality Process
    • Sample Distribution by Primary Health Insurer
    • Sample Demographics-Age and Gender
    • Frost & Sullivan Customer Experience Index
  • Executive Summary
    • Customer Experience Management (CEM) for Australia's Private Health Insurance 2015
    • Customer Experience-Definition
    • Factors for Choosing the Primary Health Insurer
    • Reason for Service Discontinuation
    • Preferred Channel Across Stages
      • Table Channel Preference
    • Online Versus Mobile Channels
    • Overall Customer Experience Index (CEI) Score by Channels/Touch Points
    • Overall CEI Score by Health Insurer
    • Net Promoter Score (NPS)
    • Product and Service Recommendation by Health Insurance Company
    • Customer Loyalty Reward
  • Customer Experience-Management Study Australia's Private Health Insurance Sector 2015
    • Reason for Service Discontinuation
    • Service Discontinuation Breakdown
    • Most Often Used Channels for Private Health Insurance Customers
    • Top Preferred Channels by Transaction
    • Customers' Priority-Experience Matrix
    • Customers' Frequency-Experience Matrix
    • Degree of Channel Integration
    • Priority of Superior Customer Experience and Living up to Sales Promises
    • Customer Loyalty Reward
    • Proactivity Rating by Health Insurer
    • Customer Experience With Touch Points
  • Understanding Pre-purchase Behaviour
    • Factors for Choosing the Primary Health Insurer
    • Product and Service Recommendation by Health Insurance Company
    • Channel Used at Pre-purchase Stage
    • Channel Used for Pre-purchase Enquiry
    • Customer Experience With Touch Points
    • Evaluation of Experience in the Pre-purchase Stage by Customer Experience Indicators
  • Understanding Purchase Behaviour
    • Channels Used During Purchase
    • Customer Experience With Touch Points
    • Degree of Satisfaction/Dissatisfaction-Branch
    • Degree of Satisfaction/Dissatisfaction-Online and Mobile Application
    • Degree of Satisfaction/Dissatisfaction-Call Centre and Insurance Agent
  • Understanding Post-purchase Behaviour
    • Channel Used at Post-purchase Stage
    • Channels Revisited for Post-sale Enquiry
    • Channel Used for Post-purchase Enquiry
    • Channel Used for Claim Reimbursement
    • Customer Experience With Claim Reimbursements
    • Evaluation of Experience in the Post-purchase Stage by Customer Experience Indicators
  • Analysis by Customer Experience Index (CEI)
    • Customer Loyalty, Recommendation, and Additional Purchase
    • Overall CEI Score by Channels or Touch Points
    • Overall CEI Score by Health Insurer
    • CEI Score for Insurance Agent
    • CEI Score for Online
    • CEI Score for Call Centre
    • CEI Score for Mobile Application
    • CEI Score for Branch
    • Net Promoter Score (NPS)
  • Analysis by Company-BUPA
    • BUPA-Customer Transaction Preference
      • Table BUPA's Customer Transaction Preference Breakdown
    • BUPA-Customer Priority-Experience Profile
    • BUPA-Frequency of Interaction Customer Experience Profile
    • BUPA's Rating for Competitive Factors
  • Analysis by Company-HCF
    • HCF-Customer Transactions' Preference
      • Table HCF's Customer Transaction Preference Breakdown
    • HCF-Customer Priority-Experience Profile
    • HCF-Frequency of Interaction Customer Experience Profile
    • HCF's Rating for Competitive Factors
  • Analysis by Company-Medibank
    • Medibank-Customer Transaction Preference
      • Table Medibank's Customer Transaction Preference Breakdown
    • Medibank-Customer Priority Experience Profile
    • Medibank-Frequency of Interaction Customer Experience Profile
    • Medibank's Rating for Competitive Factors
  • Analysis by Company-NIB
    • NIB-Customer Transaction Preference
      • Table NIB's Customer Transaction Preference Breakdown
    • NIB-Customer Priority Experience Profile
    • NIB-Frequency of Interaction Customer Experience Profile
    • NIB's Rating for Competitive Factors
  • Final Words-What we are Excited About
    • Would the Insurance Agent Continue to be the Top Channel for Experience?
    • Call Centres-Where is it Headed in Terms of CEM?
    • Product Recommendation and Education-Time to Make a Move?
    • Would Improving Customer Loyalty Reward Program Impact Customer Experience for the Health Insurance Industry?
  • Frost & Sullivan's Customer Experience Solutions
    • Why Frost & Sullivan
    • Customer Experience-Definition
    • Integrating Process, People and Infrastructure
    • Frost & Sullivan's Customer Experience Maturity Model
    • A 5-step Strategic Approach
  • Appendix
    • Definitions

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