XYZ Insurance Touch Point Evaluation Study 1 XYZ Insurance Touch - - PowerPoint PPT Presentation

XYZ Insurance Touch Point Evaluation Study

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

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Performance - KPI Snapshot

48% 12% 12% 12% Overall Experience (Top 3 Box%) Likely to use again (Top 3 Box%) Likelihood to recommend (Top 3 Box%) Net Promoter Score (Top 3 Box % – Bottom 5 Box %) North East West Zonal Split Overall

Source: Q1.(What is your overall experience with the insurance provider?), Q2 (How likely are you to use the insurance provider again?) , Q3. (How likely is it that you would recommend the insurance provider to family and friends?) Base: All respondents (1000)

12% South 50% 13% 13% 13% 12% 50% 13% 13% 12% 12% 17% 5% 5% 4% 4%

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score. Net Promoter Score = Likelihood to recommend Top 3 Box % - Likelihood to recommend Bottom 5 Box% Figures in %

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XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go to Touchpoint Performance Snapshot

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Touchpoint Performance Snapshot

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Competitor comparison : better / same / worse was assigned on the basis of the largest category. Figures in %

33% 33% 17% 33% 33% 33% 50% 17% 67% 67% 33% 17% 67% 0% 0%

0% 20% 40% 60% 80% 100%

Worse Same Better Source: Q4 (Please tell us how you rate the Insurance Provider on each type of interaction?) and Q5 (For each type of interaction, how do you feel about the Insurance Provider with regards to other providers?) Base: 1000 0% 0% 25% 33% 25% 60% 30% 25% 17% 25% 40% 70% 50% 50% 50%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Touchpoint Our Performance Our Performance Compared to Competitors Fund Management Statements Group Operations Team On Boarding Process Relationship Manager

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

Back to Performance - KPI Snapshot

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Touchpoint Evaluation – Fund Management

22% 22% 22% 22% 11% 22% 11% 11% 67% 56% 67% 67%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Fund Management Our Performance Portfolio Returns Market Updates (Newsletter, Equity Monitor, Debt monitor) Updates (Fund Performance) Interaction with Fund Manager

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in %

Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?) Base: 1000

4 Back to Touchpoint Performance Snapshot

Zonal Drill Down

XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Evaluation – Statements

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Touchpoint Evaluation – Fund Management – Zonal Analysis

22% 22% 22% 22% 11% 22% 11% 11% 67% 56% 67% 67%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Fund Management North

Portfolio Returns Market Updates (Newsletter, Equity Monitor, Debt monitor) Updates (Fund Performance) Interaction with Fund Manager

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in %

Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?) Base: 1000

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22% 22% 22% 22% 11% 22% 11% 11% 66% 55% 66% 66%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

East

22% 22% 22% 22% 11% 22% 11% 11% 67% 56% 67% 67%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Fund Management West

Portfolio Returns Market Updates (Newsletter, Equity Monitor, Debt monitor) Updates (Fund Performance) Interaction with Fund Manager

22% 22% 22% 22% 11% 22% 11% 11% 66% 56% 66% 66%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

South XYZ Insurance Touch Point Evaluation Study Presentation_V1

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Touchpoint Evaluation – Statements

22% 22% 22% 11% 56% 67%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Statements Clarity of information Timely receipts of statement

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in %

Source: Q7 (Please tell us how you rate the Insurance Provider on the attributes related to statement?) Base: 1000

Our Performance

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Evaluation – Group Operations Team

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Touchpoint Evaluation – Group Operations Team

Group Operations Team

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in %

Source: Q8 (Please tell us how you rate the Insurance Provider on the attributes related to Group Operations Team?) Base: 1000 33% 25% 25% 33% 25% 17% 25% 25% 17% 25% 50% 50% 50% 50% 50%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Resolution provided for QRC or instruction raised Ease of contacting Knowledge (Product / Legal / Taxation etc.) Ability to provide resolution to the QRC or instruction in the same call Ability to understand QRC

• r instruction

Our Performance

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Evaluation – On Boarding

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Touchpoint Evaluation – On Boarding

On Boarding

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in %

Source: Q9 (Please tell us how you rate the Insurance Provider on the attributes related to On Boarding Process?) Base: 1000 22% 22% 0% 22% 25% 33% 22% 11% 22% 30% 11% 25% 17% 11% 67% 56% 70% 67% 50% 50% 67%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Guidance offered Knowledge (Product / Legal / Taxation / Financial Market) Speed of completing the process Clarity provided on the steps involved Ability to understand your needs Ability to solve your queries Quality of explanation on products/services

Our Performance

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go To Touchpoint Evaluation – Relationship Manager

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Touchpoint Evaluation – Relationship Manager

Relationship Manager

Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in %

Source: Q10 (Please tell us how you rate the Insurance Provider on the attributes related to Relationship Manager?) Base: 1000

Resolution provided for QRC or instruction Knowledge (Financial Markets) Knowledge (Tax and trust related legal matters) Ability to understand your QRC

• r instruction

Accessibility Ability to provide resolution to QRC or instruction in the first attempt Knowledge (Product) Ability to provide quick response to QRC or instruction

0% 25% 0% 33% 25% 22% 22% 22% 60% 25% 30% 17% 25% 11% 22% 11% 40% 50% 70% 50% 50% 67% 56% 67%

0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Our Performance

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Additional Service Utilization

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Additional Service Utilization

75% 19% 19% 19% Electronic payout for claims Email Registration Group Portal -For UL Clients Digitally signed communications North East West Zonal Split Overall

Source: Q11.(What all services from the below do you utilize from the Insurance Provider Base: All respondents (1000)

19% South 50% 12% 12% 12% 12%

Figures represented are Yes %

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XYZ Insurance Touch Point Evaluation Study Presentation_V1

50% 12% 12% 12% 12% 75% 19% 19% 19% 19%