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Customer Experience Management Study—Malaysia’s Health Insurance Sector 2015

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.


  • 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 Insurance Company
    • Sample Demographics-Age and Gender
    • Frost & Sullivan Customer Experience Index (CEI)
  • Executive Summary
    • Customer Experience Management (CEM) for Malaysia's Health Insurance Sector 2015-Introduction
    • Customer Experience-Definition
    • Factors for Choosing a Primary Health Insurance Company
    • Reasons for Health Insurance Service Discontinuation
    • Preferred Channels Across Stages
      • Table Channel Preference
    • Comparison of Online Channels and Insurance Agent
    • Preferred Channel for Health Insurance
    • Overall CEI Score by Channels and Touch-points
    • Overall CEI Score by Health Insurance Company
    • Net Promoter Score (NPS)
    • Degree of Channel Integration
    • Customer Loyalty Rewards
    • Product and Service Recommendation by Health Insurance Company
    • Relevant Findings by Demographics
  • CEM Study-Malaysia's Health Insurance Sector 2015
    • Reason for Service Discontinuation
    • Service Discontinuation Breakdown
    • Preferred Channel for Health Insurance
    • Top Preferred Channels by Transaction
    • Customers' Top Priority Experience Matrix
    • Customers' Top Frequency Experience Matrix
    • Degree of Channel Integration
    • Priority of a Superior Customer Experience and Living up to Sales Promises
    • Customer Loyalty Reward
    • Proactivity Rating by Health Insurance Company
    • Customer Experience With Touch-points
  • Understanding Pre-purchase Behaviour
    • Factors for Choosing a Primary Health Insurance Company
      • Table Reasons for Choosing a Primary Health Insurance Company
    • Product and Service Recommendation by Health Insurance Companies
    • Channels Used at the 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
    • Channel Used at Purchasing Stage
    • Preferred Channel at Purchase Stage
    • Customer Experience With Touch-points
    • Degree of Satisfaction or Dissatisfaction-Insurance Agent or Broker
    • Degree of Satisfaction or Dissatisfaction-Branch
    • Degree of Satisfaction or Dissatisfaction-Online
    • Degree of Satisfaction or Dissatisfaction-Call Centre
    • Degree of Satisfaction or Dissatisfaction-Mobile Apps
  • Understanding Post-purchase Behaviour
    • Channel Used at Post-purchase Stage
    • Channels Revisited for Post-sale Enquiry
    • Channel Used for Post-purchase Enquiry
    • Customer Experience With Touch-points
    • Evaluation of Experience in the Post-purchase Stage by Customer Experience Indicators
  • Analysis by Customer Experience Index (CEI)
    • Customer Loyalty, Recommendation, and Additional Purchase
    • Customer Loyalty, Recommendation, and Additional Purchase Trends
    • Overall CEI Score by Channels and Touch-points
    • Overall CEI Score Trend by Channels or Touch-points
    • Overall CEI Score by Health Insurance Company
    • Overall CEI Score Trend by Health Insurance
    • CEI Score for Online Channel
    • CEI Score for Mobile App
    • CEI Score for Insurance Agent
    • CEI Score for Branch
    • CEI Score for Call Centre
    • Net Promoter Score (NPS)
  • Analysis by Company-Great Eastern
    • Great Eastern-Customer Transaction Preference
      • Table Great Eastern's Customer Transaction Preference Breakdown
    • Great Eastern-Customer Priority-experience Profile
    • Great Eastern-Frequency of Interaction and Customer Experience Profile
    • Great Eastern's Rating for Competitive Factors
  • Analysis by Company-AIA Berhad
    • AIA Berhad-Customer Transaction Preference
      • Table AIA Berhad' Customer Transaction Preference Breakdown
    • AIA Berhad-Customer Priority-Experience Profile
    • AIA Berhad-Frequency of Interaction-Customer Experience Profile
    • AIA Berhad's Rating for Competitive Factors
  • Analysis by Company-Etiqa
    • Etiqa-Customer Transaction Preferences
      • Table Etiqa's Customer Transaction Preference Breakdown
    • Etiqa-Customer Priority-Experience Profile
    • Etiqa-Frequency of Interaction-Customer Experience Profile
    • Etiqa's Rating for Competitive Factors
  • Analysis by Company-Prudential Assurance
    • Prudential Assurance-Customer Transaction Preference
      • Table Prudential Assurance's Customer Transaction Preference Breakdown
    • Prudential Assurance-Customer Priority-Experience Profile
    • Prudential Assurance-Frequency of Interaction-Customer Experience Profile
    • Prudential Assurance's Rating for Competitive Factors
  • Conclusion-What To Be Excited About
    • Insurance Agents-Need for Speedy Customer Responses?
    • Online Channel-The Most Preferred Channel in the Near Future?
    • Mobile Apps-The Next Representatives of Health Insurance Companies?
    • Are Flexibility and Adaptability Preferred Product Features?
    • Will Improving the Customer Loyalty Rewards Programme be a Game Changer?
  • Frost & Sullivan's Customer Experience Solutions
    • Why Frost & Sullivan
    • Customer Experience-Definition
    • Orchestration of Processes, People, and Infrastructure Aligned to the Customer Journey Enables Superior Customer Experience
    • Frost & Sullivan's Customer Experience Maturity Model (CXMM) Serves As A Framework for Best Practice Analysis and Facilitates the Company's Internal Assessment
    • The Questions of Where, What, and How Addressed through a 5-step Strategic Approach to Develop and Implement Customer Experience Strategy
  • Appendix
    • Definitions

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