CX
le
ader
Segment
CX laggard
Rated on a scale of 1
-
5, 5 being highest
3.3
3.3
3.7
4.0
3.2
3.7
5.0
5.0
5.0
5.0
5.0
5.0
4.2
4.6
4.5
4.6
4.5
4.5
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
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co
-
created with EQUiTOR Value Advisory