3.0
3.1
4.0
3.2
2.4
3.4
3.4
5.0
5.0
5.0
4.0
4.0
5.0
5.0
4.3
4.5
4.5
4.4
3.7
4.2
4.2
Ease of managing policy
Policy renewals, status check and downloads
(receipts , statements)
Visibility on benefits and long
-
term value
Ease of 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
Rated on a scale of 1
-
5, 5 being highest
CX
le
ader
Segment
CX laggard