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XYZ Insurance Touch Point Evaluation Study

XYZ Insurance Touch Point Evaluation Study. Performance - KPI Snapshot. Zonal Split. Overall. North. East. West. South. Overall Experience (Top 3 Box%). 48%. 12 %. 12 %. 12%. 12%. Likely to use again ( Top 3 Box%). 50%. 13%. 13%. 13%. 12%. Likelihood to recommend

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XYZ Insurance Touch Point Evaluation Study

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  1. XYZ Insurance Touch Point Evaluation Study XYZ Insurance Touch Point Evaluation Study Presentation_V1

  2. Performance - KPI Snapshot Zonal Split Overall North East West South Overall Experience (Top 3 Box%) 48% 12% 12% 12% 12% Likely to use again (Top 3 Box%) 50% 13% 13% 13% 12% Likelihood to recommend (Top 3 Box%) 50% 13% 13% 12% 12% Net Promoter Score (Top 3 Box % – Bottom 5 Box %) 17% 5% 5% 4% 4% Go to 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. Net Promoter Score = Likelihood to recommend Top 3 Box % - Likelihood to recommend Bottom 5 Box% Figures in % 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) XYZ Insurance Touch Point Evaluation Study Presentation_V1

  3. Touchpoint Performance Snapshot Touchpoint Our Performance Our Performance Compared to Competitors Back to Performance - KPI 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 % 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 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  4. Touchpoint Evaluation – Fund Management Fund Management Our Performance Back to Touchpoint Performance Snapshot Zonal Drill Down Go to Touchpoint Evaluation – Statements 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 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  5. Touchpoint Evaluation – Fund Management– Zonal Analysis Fund Management East North • Back to Touchpoint Performance Snapshot Fund Management South West 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 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  6. Touchpoint Evaluation – Statements Statements Our Performance Back to Touchpoint Performance Snapshot Go to Touchpoint Evaluation – 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: Q7 (Please tell us how you rate the Insurance Provider on the attributes related to statement?) Base: 1000 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  7. Touchpoint Evaluation – Group Operations Team Group Operations Team Our Performance • Back to Touchpoint Performance Snapshot Go to Touchpoint Evaluation – 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: Q8 (Please tell us how you rate the Insurance Provider on the attributes related to Group Operations Team?) Base: 1000 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  8. Touchpoint Evaluation – On Boarding On Boarding Our Performance • Back to Touchpoint Performance Snapshot Go To Touchpoint Evaluation – 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: Q9 (Please tell us how you rate the Insurance Provider on the attributes related to On Boarding Process?) Base: 1000 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  9. Touchpoint Evaluation – Relationship Manager Our Performance Relationship Manager • Back to Touchpoint Performance Snapshot Go to Additional Service Utilization 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 XYZ Insurance Touch Point Evaluation Study Presentation_V1

  10. Additional Service Utilization Zonal Split Overall North East West South Electronic payout for claims 75% 19% 19% 19% 19% Email Registration 50% 12% 12% 12% 12% Group Portal -For UL Clients 50% 12% 12% 12% 12% Digitally signed communications 75% 19% 19% 19% 19% Figures represented are Yes % Source: Q11.(What all services from the below do you utilize from the Insurance Provider Base: All respondents (1000) XYZ Insurance Touch Point Evaluation Study Presentation_V1

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