1. Market Research
  2. > Financial Services
  3. > Insurance
  4. > Health Insurance Market Trends
  5. > Customer Experience Management Study—Australia’s Private Health Insurance Sector 2015 

Customer Experience Management Study—Australia’s Private Health Insurance Sector 2015 : Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this customer experience management study on the Australian private health insurance sector, Frost & Sullivan explores the relationship between the different experiences provided by insurers for their customers. Critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase, and post-purchase) of their journey, are analysed through the service providers' touch points. The study also tries to help insurers understand what could be a good strategy for them to improve customer service and hence, better their rating

Table Of Contents

Customer Experience Management Study—Australia’s Private Health Insurance Sector 2015 
1 CUSTOMER EXPERIENCE MANAGEMENT STUDY—AUSTRALIA'S PRIVATE HEALTH INSURANCE SECTOR 2015

Research Methodology
1. Frost and Sullivan Research Approach
2. Frost and Sullivan Research Step-by-Step Overview
3. Overview of Research Process
4. Sample Methodology
5. Data Collection Quality Process
6. Sample Distribution by Primary Health Insurer
7. Sample Demographics—Age and Gender
8. Frost and Sullivan Customer Experience Index

Executive Summary
1. Customer Experience Management (CEM) for Australia's Private Health Insurance 2015
2. Customer Experience—Definition
3. Factors for Choosing the Primary Health Insurer
4. Reason for Service Discontinuation
5. Preferred Channel Across Stages
6. Online Versus Mobile Channels
7. Overall Customer Experience Index (CEI) Score by Channels/Touch Points
8. Overall CEI Score by Health Insurer
9. Net Promoter Score (NPS)
10. Product and Service Recommendation by Health Insurance Company
11. Customer Loyalty Reward

Customer Experience—Management StudyAustralia's Private Health Insurance Sector 2015
1. Reason for Service Discontinuation
2. Service Discontinuation Breakdown
3. Most Often Used Channels for Private Health Insurance Customers
4. Top Preferred Channels by Transaction
5. Customers' Priority-Experience Matrix
6. Customers' Frequency-Experience Matrix
7. Degree of Channel Integration
8. Priority of Superior Customer Experience and Living up to Sales Promises
9. Customer Loyalty Reward
10. Proactivity Rating by Health Insurer
11. Customer Experience With Touch Points

Understanding Pre-purchase Behaviour
1. Factors for Choosing the Primary Health Insurer
2. Product and Service Recommendation by Health Insurance Company
3. Channel Used at Pre-purchase Stage
4. Channel Used for Pre-purchase Enquiry
5. Customer Experience With Touch Points
6. Evaluation of Experience in the Pre-purchase Stage by Customer Experience Indicators

Understanding Purchase Behaviour
1. Channels Used During Purchase
2. Customer Experience With Touch Points
3. Degree of Satisfaction/Dissatisfaction—Branch
4. Degree of Satisfaction/Dissatisfaction—Online and Mobile Application
5. Degree of Satisfaction/Dissatisfaction—Call Centre and Insurance Agent

Understanding Post-purchase Behaviour
1. Channel Used at Post-purchase Stage
2. Channels Revisited for Post-sale Enquiry
3. Channel Used for Post-purchase Enquiry
4. Channel Used for Claim Reimbursement
5. Customer Experience With Claim Reimbursements
6. Evaluation of Experience in the Post-purchase Stage by Customer Experience Indicators

Analysis by Customer Experience Index (CEI)
1. Customer Loyalty, Recommendation, and Additional Purchase
2. Overall CEI Score by Channels or Touch Points
3. Overall CEI Score by Health Insurer
4. CEI Score for Insurance Agent
5. CEI Score for Online
6. CEI Score for Call Centre
7. CEI Score for Mobile Application
8. CEI Score for Branch
9. Net Promoter Score (NPS)

Analysis by Company—BUPA
1. BUPA—Customer Transaction Preference
2. BUPA—Customer Priority-Experience Profile
3. BUPA—Frequency of Interaction Customer Experience Profile
4. BUPA's Rating for Competitive Factors

Analysis by Company—HCF
1. HCF—Customer Transactions' Preference
2. HCF—Customer Priority-Experience Profile
3. HCF—Frequency of Interaction Customer Experience Profile
4. HCF's Rating for Competitive Factors

Analysis by Company—Medibank
1. Medibank—Customer Transaction Preference
2. Medibank—Customer Priority Experience Profile
3. Medibank—Frequency of Interaction Customer Experience Profile
4. Medibank's Rating for Competitive Factors

Analysis by Company—NIB
1. NIB—Customer Transaction Preference
2. NIB—Customer Priority Experience Profile
3. NIB—Frequency of Interaction Customer Experience Profile
4. NIB's Rating for Competitive Factors

Final Words—What we are Excited About
1. Would the Insurance Agent Continue to be the Top Channel for Experience?
2. Call Centres—Where is it Headed in Terms of CEM?
3. Product Recommendation and Education—Time to Make a Move?
4. Would Improving Customer Loyalty Reward Program Impact Customer Experience for the Health Insurance Industry?

Frost and Sullivan's Customer Experience Solutions
1. Why Frost and Sullivan
2. Customer Experience—Definition
3. Integrating Process, People and Infrastructure
4. Frost and Sullivan's Customer Experience Maturity Model
5. A 5-step Strategic Approach

View This Report »

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 24 Million searchable statistics with tables, figures & datasets
  • More than 10,000 trusted sources
24/7 Customer Support

Talk to Veronica

+1 718 514 2762

Purchase Reports From Reputable Market Research Publishers
Business Process Management Market Analysis By Solution, By Application, By Deployment, By End-User And Segment Forecasts To 2024

Business Process Management Market Analysis By Solution, By Application, By Deployment, By End-User And Segment Forecasts To 2024

  • $ 4950
  • Industry report
  • August 2016
  • by Grand View Research

The global business process management (BPM) market is expected to reach USD 23.04 billion by 2024, according to a new study by Grand View Research, Inc. The growth is attributed to the increasing numbe ...

Customer Experience Management Study—Malaysia’s Health Insurance Sector 2015

Customer Experience Management Study—Malaysia’s Health Insurance Sector 2015

  • $ 4950
  • Industry report
  • September 2016
  • by Frost & Sullivan

Benchmarking Industry Excellence in Delivering a Superior Customer Experience Customer experience is the accumulation of customers’ experiences throughout their journey with the supplier, across any ...

Global and Chinese Health Insurance Exchange Industry, 2016 Market Research Report

Global and Chinese Health Insurance Exchange Industry, 2016 Market Research Report

  • $ 3000
  • Industry report
  • November 2016
  • by Prof Research

The ’Global and Chinese Health Insurance Exchange Industry, 2011-2021 Market Research Report’ is a professional and in-depth study on the current state of the global Health Insurance Exchange industry ...


ref:plp2015

Reportlinker.com © Copyright 2016. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.