Case Study
Multi-Country Insurance CEM Program
David Attard
Overview
A leading global life insurance company wanted to gather feedback on performance in the Southeast Asia region.
Test Duration
The study was conducted with customers in two waves per year.
Market
Hong Kong, Indonesia, Malaysia, Philippines and Vietnam.
Study Details
N=10,200 across two waves.
LOI: 10-20 mins (Online 10-12 minutes, Phone 12-20 minutes).
IR: 60-80%.
The Challenge
A leading global life insurance company wanted to gather feedback on CEM performance in the Southeast Asia region, conducting a study two waves per year with their customers.
Its goals are to measure overall customer satisfaction (NPS) and satisfaction with various touchpoints across business unit.
Our Solution
The client leveraged Logit’s mixed-methodology approach, with the core survey instrument consistent across the various regions with ad-hoc questions for certain markets.
We provided detailed field summaries on daily completes by mode/country, incidence rates and average length. Daily hot alerts were provided to the end-client contact in each country, as well as SPSS data files.
The Results
Based on the survey results, the client was able to track and trend customer feedback including NPS, KPIs and service levels provided by their front-line staff and support team across the various lines of business.
Internal stakeholders are accountable to daily hot alerts and close the loop with their customers, thus providing a seamless customer experience.
David Attard
Senior VP, Research Services
David is an accomplished market research professional with extensive experience in both CATI and CAWI methodologies.