3.4
3.5
4.4
3.7
3.8
3.6
3.9
5.0
5.0
5.0
5.0
5.0
5.0
5.0
4.3
4.2
4.2
4.4
4.4
4.4
4.4
Policy customisation and flexibility
Omnichannel access and communication
Professionalism of agent/ sales staff
Disclosure on policy terms and reliability of
agent support
Identity verification and KYC
Ease of current condition assessment
-
medical test / vehicle check
Quote generation and payment
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