CX leader
Segment
CX laggard
Rated on a scale of 1
-
5, 5 being highest
3.0
5.0
2.0
2.0
3.5
5.0
2.0
5.0
5.0
5.0
5.0
5.0
5.0
5.0
4.4
4.6
4.2
4.4
4.3
4.6
4.2
Ease of managing policy
Policy renewals, check status and downloads
(receipts , statements)
Visibility on benefits and long
-
term value
Claiming the benefits
Relevance of communication updates,
feedback collection and response
Ease of premium payments
Customer support and quality of resolution
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey, co
-
created with EQUiTOR Value Advisory