3.5
4.3
4.0
4.0
3.0
2.0
4.5
5.0
5.0
4.5
5.0
5.0
4.1
4.4
4.4
4.3
4.1
4.3
Intuitive website flow and ease of
accessing information
Ease of understanding policy benefits
and T&C
Ease of calculating insurance amount/
premium
Option to compare across other policies
Mode of enquiry and customer support
�
AI chatbot, SMS, WhatsApp, call
Relevance of customer reviews and
testimonials in making the decision
CX leader
Segment
CX laggard
Rated on a scale of 1
-
5, 5 being highest
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey, co
-
created with EQUiTOR Value Advisory