XYZ Insurance Touch Point Evaluation Study

1XYZ Insurance Touch Point Evaluation Study Presentation_V1

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Performance - KPI Snapshot

48% 12% 12% 12%Overall Experience (Top 3 Box%)

Likely to use again (Top 3 Box%)

Likelihood to recommend (Top 3 Box%)

Net Promoter Score (Top 3 Box % – Bottom 5 Box %)

North East West

Zonal Split

Overall

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)

12%

South

50% 13% 13% 13% 12%

50% 13% 13% 12% 12%

17% 5% 5% 4% 4%

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 %

2XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Performance Snapshot

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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 ScoreCompetitor comparison : better / same / worse was assigned on the basis of the largest category.Figures in %

0% 20% 40% 60% 80% 100%

33%

33%

17%

33%

33%

33%

50%

17%

67%

67%

33%

17%

67%

0%

0%

Worse Same Better

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

0% 20% 40% 60% 80% 100%

0%

0%

25%

33%

25%

60%

30%

25%

17%

25%

40%

70%

50%

50%

50%

Bottom 4 Box(1/2/3/4)Neutral(5/6/7)

Touchpoint Our PerformanceOur Performance

Compared to Competitors

Fund Management

Statements

Group Operations Team

On Boarding Process

Relationship Manager

3XYZ Insurance Touch Point Evaluation Study Presentation_V1

Back to Performance - KPI Snapshot

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Touchpoint Evaluation – Fund Management

0% 20% 40% 60% 80% 100%

22%

22%

22%

22%

11%

22%

11%

11%

67%

56%

67%

67%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Fund Management Our Performance

Portfolio Returns

Market Updates (Newsletter, Equity Monitor, Debt monitor)

Updates (Fund Performance)

Interaction with Fund Manager

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 ScoreFigures in %

Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?)Base: 1000

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Back to Touchpoint Performance Snapshot

Zonal Drill Down

XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Evaluation – Statements

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Touchpoint Evaluation – Fund Management – Zonal Analysis

0% 20% 40% 60% 80% 100%

22%

22%

22%

22%

11%

22%

11%

11%

67%

56%

67%

67%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7)

Fund Management North

Portfolio Returns

Market Updates (Newsletter, Equity Monitor, Debt monitor)

Updates (Fund Performance)

Interaction with Fund Manager

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 ScoreFigures in %

Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?)Base: 1000

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Back to Touchpoint Performance Snapshot

0% 20% 40% 60% 80% 100%

22%

22%

22%

22%

11%

22%

11%

11%

66%

55%

66%

66%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7)

East

0% 20% 40% 60% 80% 100%

22%

22%

22%

22%

11%

22%

11%

11%

67%

56%

67%

67%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7)

Fund Management West

Portfolio Returns

Market Updates (Newsletter, Equity Monitor, Debt monitor)

Updates (Fund Performance)

Interaction with Fund Manager

0% 20% 40% 60% 80% 100%

22%

22%

22%

22%

11%

22%

11%

11%

66%

56%

66%

66%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7)

South

XYZ Insurance Touch Point Evaluation Study Presentation_V1

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Touchpoint Evaluation – Statements

0% 20% 40% 60% 80% 100%

22%

22%

22%

11%

56%

67%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Statements

Clarity of information

Timely receipts of statement

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 ScoreFigures in %

Source: Q7 (Please tell us how you rate the Insurance Provider on the attributes related to statement?)Base: 1000

Our Performance

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Back to Touchpoint Performance Snapshot

XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Evaluation – Group Operations Team

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Touchpoint Evaluation – Group Operations Team

Group Operations Team

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 ScoreFigures in %

Source: Q8 (Please tell us how you rate the Insurance Provider on the attributes related to Group Operations Team?)Base: 1000

0% 20% 40% 60% 80% 100%

33%

25%

25%

33%

25%

17%

25%

25%

17%

25%

50%

50%

50%

50%

50%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Resolution provided for QRC or instruction raised

Ease of contacting

Knowledge (Product / Legal / Taxation etc.)

Ability to provide resolution to the QRC or instruction in the same call

Ability to understand QRC or instruction

Our Performance

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Back to Touchpoint Performance Snapshot

XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Touchpoint Evaluation – On Boarding

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Touchpoint Evaluation – On Boarding

On Boarding

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 ScoreFigures in %

Source: Q9 (Please tell us how you rate the Insurance Provider on the attributes related to On Boarding Process?)Base: 1000

0% 20% 40% 60% 80% 100%

22%

22%

0%

22%

25%

33%

22%

11%

22%

30%

11%

25%

17%

11%

67%

56%

70%

67%

50%

50%

67%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Guidance offered

Knowledge (Product / Legal / Taxation / Financial Market)

Speed of completing the process

Clarity provided on the steps involved

Ability to understand your needs

Ability to solve your queries

Quality of explanation on products/services

Our Performance

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Back to Touchpoint Performance Snapshot

XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go To Touchpoint Evaluation – Relationship Manager

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Touchpoint Evaluation – Relationship Manager

Relationship Manager

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 ScoreFigures in %

Source: Q10 (Please tell us how you rate the Insurance Provider on the attributes related to Relationship Manager?)Base: 1000

Resolution provided for QRC or instruction

Knowledge (Financial Markets)

Knowledge (Tax and trust related legal matters)

Ability to understand your QRC or instruction

Accessibility

Ability to provide resolution to QRC or instruction in the first attempt

Knowledge (Product)

Ability to provide quick response to QRC or instruction

0% 20% 40% 60% 80% 100%

0%

25%

0%

33%

25%

22%

22%

22%

60%

25%

30%

17%

25%

11%

22%

11%

40%

50%

70%

50%

50%

67%

56%

67%

Bottom 4 Box(1/2/3/4) Neutral(5/6/7) Top 3 Box (8/9/10)

Our Performance

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Back to Touchpoint Performance Snapshot

XYZ Insurance Touch Point Evaluation Study Presentation_V1

Go to Additional Service Utilization

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Additional Service Utilization

75% 19% 19% 19%Electronic payout for claims

Email Registration

Group Portal -For UL Clients

Digitally signed communications

North East West

Zonal Split

Overall

Source: Q11.(What all services from the below do you utilize from the Insurance ProviderBase: All respondents (1000)

19%

South

50% 12% 12% 12% 12%

Figures represented are Yes %

10XYZ Insurance Touch Point Evaluation Study

Presentation_V1

50% 12% 12% 12% 12%

75% 19% 19% 19% 19%