The Japan Life Insurance Contract Customer Satisfaction Study is a study composed of a <Recruitment section> targeting customers who have signed up for life insurance or updated their life insurance within the past year, and investigating their level of satisfaction with the insurance company used in the contract process and the actual state of various activities therein, and a <Preservation section> targeting customers who entered their policies over 2 years ago, or those who have not renewed or made a claim within the past year, and investigating the level of satisfaction with and the actual state of reception at the insurance company or agency after entering the contract for their insurance policy.
This study is divided into three segments based on product type: life support, medical benefit, and wealth building, and measures the level of satisfaction within each segment.
Characteristics of the Study
In measuring customer satisfaction in the recruitment section, the four factors of "interaction", "forms and documents", "price", and "policy offerings" where established for the study and then the overall satisfaction score is computed on the basis of the how much each factor influenced overall satisfaction (on a 1,000 point scale). For the preservation section, the four factors of "price", "contact/guidance", "interaction", and "forms and documents" where established.
A very wide range of situations such as activities when entering a policy at sign-up, the actual state of activities during customer interaction, experiences after the contract, and experiences of follow-up activities are asked in this study. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.