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Malaysian Medical Insurance Sector Customer Experience Management

Malaysian Medical Insurance Sector Customer Experience Management

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 Malaysia’s Medical Insurance industry, Frost & Sullivan explores the relationship of the experiences provided by medical 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.


  • 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) Malaysian Medical Insurance Sector 2014-Introduction
    • Customer Experience-Definition
    • Factors for Choosing Medical Insurance Service Provider
    • Factors for Discontinuation of Medical Insurance Provider
    • Preferred Channel for Medical Insurance
    • Preferred Channel across Stages
      • Table Channel Preference
    • Online versus Mobile Channels
    • Customer Experience Index-Definition and Score
    • Customer Experience Index Score by Medical Insurance Company
    • Net Promoter Score by Medical Insurance Company
    • Channel Integration and Feedback by Medical Insurance Company
    • Product and Service Recommendation by Medical Insurance Company
    • Customer Loyalty Reward by Medical Insurance Company
  • CEM Report-Malaysia's Medical Insurance Sector 2014
    • Reason for Service Discontinuation
    • Preferred Channel for Customer Interaction
    • Branch versus Online versus Sales Agent Transactions
    • 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 versus Online
    • Degree of Satisfaction/Dissatisfaction-Mobile versus Contact Centre Channels
  • Understanding Pre-Purchase Behaviour
    • Factors for Choosing Medical Insurance Company
      • Table Reasons for Choosing Medical Insurance Company
    • Product and Service Recommendation by Medical Insurance Company
    • New Product Consideration by Medical Insurance Company
    • Channel Used at Pre-Purchase Stage
    • Channels Used for Pre-Purchase Inquiry
    • Customer Experience with Touch-points
    • Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
  • Understanding Purchase Behaviour
    • Channel Preferred by Life Insurance Company
    • Preferred Channel at Purchase Stage
  • Understanding Post-Purchase Behaviour
    • Channels Revisited for Post-Purchase Enquiry
    • Channel Used for Post-Purchase Enquiry
    • Evaluation of Experience in the Post-purchase Stage Measured by Customer Experience Indicators
    • Customer Experience with Touch-points
  • Analysis by Customer Experience Index (CEI)
    • Customer Loyalty, Recommendation and Additional Purchase
    • Overall CEI Score by Channels/Touch-points
    • Overall CEI Score by Medical Insurance Company
    • CEI Score for Branch
    • CEI Score for Sales Agent
    • CEI Score for Self-Service Facilities
    • CEI Score for Contact Centre
    • CEI Score for Mobile
    • Net Promoter Score (NPS)
  • Analysis by Company: Great Eastern Life Assurance
    • Great Eastern Life Assurance-Customer Transaction Preference
      • Table Great Eastern Life Assurance-Customer Transaction Preference
    • Great Eastern Life Assurance-Customer Priority-Experience Profile
    • Great Eastern Life Assurance-Frequency of Interaction-customer Experience Profile
  • Analysis by Company: AIA Berhad
    • AIA Berhard-Customer Transaction Preference
      • Table AIA Berhard-Customer Transaction Preference
    • AIA Berhard-Customer Priority-Experience Profile
    • AIA Berhard-Frequency of Interaction-customer Experience Profile
  • Analysis by Company: Prudential Assurance
    • Prudential Assurance-Customer Transaction Preference
      • Table Prudential Assurance-Customer Transaction Preference
    • Prudential Assurance-Customer Priority-Experience Profile
    • Prudential Assurance-Frequency of Interaction-customer Experience Profile
  • Analysis by Company: Etiqa Insurance
    • Etiqa Insurance-Customer Transaction Preference
      • Table Etiqa Insurance-Customer Transaction Preference
    • Etiqa Insurance-Customer Priority-Experience Profile
    • Etiqa Insurance-Frequency of Interaction-customer Experience Profile
  • Final Words: What We Are Excited About
    • Contact Centres: Where is it Headed with Regards to CEM?
    • Mobile: Is this the New Battleground for CEM?
    • Timely and Relevant Product Promotions: An Old Approach for New Needs?
    • Do Customer Rewards Programmes Positively Impact Both Customers and Service Providers?
  • Frost & Sullivan Customer Experience Solutions
    • Why Frost & Sullivan
    • Customer Experience: A Definition
    • Integrating Process, People and Infrastructure
    • Frost & Sullivan's Customer Experience Maturity Model
    • A 5-step Strategic Approach
  • Appendix
    • Definitions

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