XYZ Insurance Touch Point Evaluation Study 1 XYZ Insurance Touch - PowerPoint PPT Presentation

XYZ Insurance Touch Point Evaluation Study 1 XYZ Insurance Touch Point Evaluation Study Presentation_V1

Performance - KPI Snapshot Zonal Split Overall North East West South Overall Experience 48% 12% 12% 12% 12% (Top 3 Box%) Likely to use again 50% 13% 13% 13% 12% (Top 3 Box%) Likelihood to recommend 50% 13% 13% 12% 12% (Top 3 Box%) Net Promoter Score 17% 5% 5% 4% 4% (Top 3 Box % – Bottom 5 Box %) Go to Touchpoint Performance Snapshot Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score. Net Promoter Score = Likelihood to recommend Top 3 Box % - Likelihood to recommend Bottom 5 Box% Figures in % Source: Q1.(What is your overall experience with the insurance provider?), Q2 (How likely are you to use the insurance provider again?) , Q3. (How likely is it that you would recommend the insurance provider to family and friends?) Base: All respondents (1000) 2 XYZ Insurance Touch Point Evaluation Study Presentation_V1 2

Touchpoint Performance Snapshot Our Performance Touchpoint Our Performance Compared to Competitors Fund Management 25% 25% 50% 33% 67% 0% Statements 33% 17% 50% 33% 67% 0% Back to Performance - KPI Snapshot Group Operations Team 25% 25% 50% 17% 17% 67% On Boarding Process 0% 30% 70% 33% 50% 17% 0% 60% 40% 33% 33% 33% Relationship Manager 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Worse Same Better Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Competitor comparison : better / same / worse was assigned on the basis of the largest category. Figures in % Source: Q4 (Please tell us how you rate the Insurance Provider on each type of interaction?) and Q5 (For each type of interaction, how do you feel about the Insurance Provider with regards to other providers?) Base: 1000 3 XYZ Insurance Touch Point Evaluation Study Presentation_V1 3

Touchpoint Evaluation – Fund Management Fund Management Our Performance Portfolio Returns 22% 11% 67% Back to Touchpoint Performance Snapshot Market Updates (Newsletter, Equity Monitor, 22% 11% 67% Zonal Drill Down Debt monitor) Updates (Fund Go to Touchpoint 22% 22% 56% Performance) Evaluation – Statements Interaction with Fund 22% 11% 67% Manager 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in % Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?) Base: 1000 4 XYZ Insurance Touch Point Evaluation Study Presentation_V1 4

Touchpoint Evaluation – Fund Management – Zonal Analysis Fund Management North East 22% 11% 66% 22% 11% 67% Portfolio Returns Market Updates (Newsletter, Equity 22% 11% 66% 22% 11% 67% Monitor, Debt monitor) 22% 22% 56% 22% 22% 55% Updates (Fund Performance) 22% 11% 67% 22% 11% 66% Interaction with Fund Manager 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Back to Fund Management West South Touchpoint Performance Snapshot 22% 11% 66% 22% 11% 67% Portfolio Returns Market Updates (Newsletter, Equity 22% 11% 66% 22% 11% 67% Monitor, Debt monitor) 22% 22% 56% 22% 22% 56% Updates (Fund Performance) 22% 11% 67% 22% 11% 66% Interaction with Fund Manager 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in % Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?) Base: 1000 5 XYZ Insurance Touch Point Evaluation Study Presentation_V1 5

Touchpoint Evaluation – Statements Statements Our Performance Back to Touchpoint Clarity of information 22% 11% 67% Performance Snapshot Go to Touchpoint Evaluation – Group Timely receipts of statement Operations Team 22% 22% 56% 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in % Source: Q7 (Please tell us how you rate the Insurance Provider on the attributes related to statement?) Base: 1000 6 XYZ Insurance Touch Point Evaluation Study Presentation_V1 6

Touchpoint Evaluation – Group Operations Team Group Operations Team Our Performance Resolution provided for 25% 25% 50% QRC or instruction raised Back to Touchpoint Performance Snapshot Ease of contacting 33% 17% 50% Go to Touchpoint Knowledge (Product / Legal Evaluation – On / Taxation etc.) 25% 25% 50% Boarding Ability to provide resolution to the QRC or 25% 25% 50% instruction in the same call Ability to understand QRC 33% 17% 50% or instruction 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in % Source: Q8 (Please tell us how you rate the Insurance Provider on the attributes related to Group Operations Team?) Base: 1000 7 XYZ Insurance Touch Point Evaluation Study Presentation_V1 7

Touchpoint Evaluation – On Boarding On Boarding Our Performance Guidance offered 22% 11% 67% Knowledge (Product / Legal / Back to Touchpoint 33% 17% 50% Taxation / Financial Market) Performance Snapshot Speed of completing the process 25% 25% 50% Go To Touchpoint Evaluation – Clarity provided on the steps 22% 11% 67% Relationship Manager involved Ability to understand your needs 70% 0% 30% Ability to solve your queries 22% 22% 56% Quality of explanation on 22% 11% 67% products/services 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in % Source: Q9 (Please tell us how you rate the Insurance Provider on the attributes related to On Boarding Process?) Base: 1000 8 XYZ Insurance Touch Point Evaluation Study Presentation_V1 8

Touchpoint Evaluation – Relationship Manager Our Performance Relationship Manager Resolution provided for QRC or 22% 11% 67% instruction Knowledge (Financial Markets) 22% 22% 56% Back to Touchpoint Knowledge (Tax and trust Performance Snapshot 22% 11% 67% related legal matters) Ability to understand your QRC 25% 25% 50% or instruction Go to Additional Service Utilization Accessibility 33% 17% 50% Ability to provide resolution to QRC or instruction in the first 0% 30% 70% attempt 25% 25% 50% Knowledge (Product) Ability to provide quick response 0% 60% 40% to QRC or instruction 0% 20% 40% 60% 80% 100% Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10) Performance was asked on a 10 point scale, where 8-9-10 represents the top 3 box scores and 1-2-3-4-5 represents the Bottom 5 Box Score Figures in % Source: Q10 (Please tell us how you rate the Insurance Provider on the attributes related to Relationship Manager?) Base: 1000 9 XYZ Insurance Touch Point Evaluation Study Presentation_V1 9

Additional Service Utilization Zonal Split Overall North East West South Electronic payout for claims 75% 19% 19% 19% 19% Email Registration 50% 12% 12% 12% 12% Group Portal -For UL Clients 50% 12% 12% 12% 12% Digitally signed 75% 19% 19% 19% 19% communications Figures represented are Yes % Source: Q11.(What all services from the below do you utilize from the Insurance Provider Base: All respondents (1000) 10 XYZ Insurance Touch Point Evaluation Study Presentation_V1 10