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
- BUPA-Customer Transaction Preference
- 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
- HCF-Customer Transactions' Preference
- 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
- Medibank-Customer Transaction Preference
- 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
- NIB-Customer Transaction Preference
- 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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