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Customer Experience Management Study-Singapore Life Insurance 2014

  • 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 Service Provider
    • Sample Demographics-Age and Gender
    • Sample Demographics-Monthly Personal Income
    • Frost & Sullivan Customer Experience Index
  • Executive Summary
    • Customer Experience Management (CEM) for Singapore's Life Insurance Industry in 2014
    • Customer Experience-Definition
    • Factors for Choosing Life Insurance Provider
    • Factors for Discontinuation of Life Insurance Patronage
    • Preferred Channel for Life Insurance
    • Preferred Channel across Stages
      • Table Channel Preference
    • Online Vs Mobile Channels
    • Customer Experience Index-Definition and Score
    • Overall CEI Score by Life Insurance Company
    • Net Promoter Score by Life Insurance Company
    • Channel Integration and Feedback by Life Insurance Company
    • Product and Service Recommendation by Life Insurance Company
    • Customer Loyalty Reward by Life Insurance Company
  • CEM Study-Singapore's Life Insurance Industry 2014
    • Reason for Service Discontinuation
    • Preferred Channel for Customer Interaction
    • Sales Agent vs Online Transaction
    • Average Frequency of Branch Visit
    • Customers' Top Priority Experience Matrix
    • Degree of Channel Integration
    • Priority of Superior Customer Experience and Living up to Sales Promises
    • Customer Loyalty Reward
    • Customer Experience With Touch-points
    • Degree of Satisfaction/Dissatisfaction-Branch Vs Online Channels
    • Degree of Satisfaction/Dissatisfaction-Mobile Vs Contact Centre
  • Understanding Pre-Purchase Behaviour
    • Factors for Choosing Life Insurance Company
      • Table Reasons for Choosing Life Insurance Company
    • Product and Service Recommendation by Life Insurance Company
    • New Product Consideration by Life Insurance Company
    • Channel Used at Pre-Purchase Stage
    • Channel Used for Pre-Purchase Enquiry
    • Customer Experience With Touch-points
  • Understanding Purchase Behaviour
    • Channel Used
    • Preferred Channel at Purchase Stage
  • Understanding Post-Purchase Behaviour
    • Channels Revisited for Post-Sale Enquiry
    • Channel Used for Post-Sale Enquiry
    • 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/Touch-points
    • Overall CEI Score by Life Insurance Provider
    • CEI Score for Sales Agent
    • CEI Score for Branch
    • CEI Score for Self-Service
    • CEI Score for Contact Centre
    • CEI Score for Mobile
    • Net Promoter Score (NPS)
  • Analysis By Company-AIG Asia Pacific
    • AIG Asia Pacific-Customer Transaction Preference
      • Table AIG Asia Pacific's Customer Transaction Preference Breakdown
    • AIG Asia Pacific-Customer Priority Experience Profile
    • AIG Asia Pacific-Frequency of Interaction Customer Experience Profile
  • Analysis By Company-NTUC Income
    • NTUC Income-Customer Transaction Preference
      • Table NTUC Income's Customer Transaction Preference Breakdown
    • NTUC Income-Customer Priority Experience Profile
    • NTUC Income-Frequency of Interaction Customer Experience Profile
  • Analysis By Company-Great Eastern Life Assurance
    • Great Eastern Life Assurance-Customer Transactions' Preference
      • Table Great Eastern Life Assurance's Customer Transaction Preference Breakdown
    • Great Eastern Life Assurance-Customer Priority Experience Profile
    • Great Eastern Life Assurance-Frequency of interaction Customer Experience Profile
  • 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
  • Final Words-What We Are Excited About
    • Contact Centres-Where is it headed in terms of CEM?
    • Mobile Application-Is this the new battleground for CEM?
    • Timely and relevant product promotions-What is next?
  • 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

Customer Experience Management Study-Singapore Life Insurance 2014

Frost & Sullivan’s Customer Experience Research is based on a standard research approach for customer studies. The approach is comprehensive and considers all elements that are important for customers as well as the brands explored. The research dimensions highlighted below are proven to provide value-added and actionable insights.

About this report

In this first Customer Experience Management report for Singapore's Life Insurance industry, Frost & Sullivan explores the relationship of the experiences provided by life insurance companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.


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