About the Customer Quality Survey

THE VOICE OF THE CUSTOMERS MATTERS

It is WealthAsia Media’s mission to drive best practices in the finance industry, focusing on delivering the right client experience and advocating for the protection of investors and customers of financial services. Hence, we are conducting market research to gather client insights into the criteria for various awards, for instance, the brand attributes, product quality, client experience metrics, and digital satisfaction of various affluent banks and insurance firms. These insights supplement the qualitative insights that the Awards already generate through the invaluable feedback of veteran jurors.  

The exercise will be implemented and executed by Scorpio Partnerships, following the direction of BENCHMARK’s Awards Committee. Scorpio and WealthAsia’s judging committee will co-develop approximately 40 Smart Questions, using a Smart Questioning proprietary solution to devise a survey report that dives deep into each client relationship and creates a comprehensive market overview. By asking the right questions in the right way through an interactive survey platform, we will generate insights that will help the Committee make actionable recommendations.

The key areas of the Survey’s focus include 1) Brand Strength, 2) Perception of Strength of Governance, 3) Client Journey and Experience, 4) Product Propositions, 5) Digital Satisfaction, and 6) Client Engagement Metrics, e.g. Osat, RMsat, NPS.

Companies are offered a chance to access the bespoke 80-page regional BENCHMARK Insurance Quality Study that covers the industry’s market landscape, client demand assessment and the company’s own competency assessment.  Thus, companies are able to build on their strength and bridge the gaps of their shortcomings, when the competition is complete.  See the METHODOLOGY of this competition and how the report is used.    BENCHMARK Exchange members get the Study for Free! 

To get a Content Framework and sample findings, please CONTACT  your local representatives