Customer Experience Management Study—Malaysia’s Health Insurance Sector 2015
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. Frost & Sullivan evaluates the various experiences provided by Malaysian health insurers. 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 health 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.
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