CUSTOMER EXPERIENCE & PRODUCT INNOVATION SURVEY

Thank you for choosing us as your insurance provider. We're conducting this short survey to better serve you. Your feedback will help improve our customer service and develop better insurance products tailored to your needs. It takes less than 5 minutes to complete.

SECTION 1: CUSTOMER PROFILE

1. What type of policy do you hold with us? (Check all that apply)

Motor Insurance
Fire & Allied Perils
Marine Cargo
Travel Insurance
Other (please specify)

2. What category of customer are you?

Private Individual
Corporate
State Institution

3. How long have you been our customer?

Less than 1 year
Between 1 and 3 years
Between 3 and 5 years
Over 5 years

SECTION 2: CUSTOMER SERVICE EXPERIENCE

4. How would you rate your overall satisfaction with our service?

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied

5. How would you rate the following on a scale of 1–5?
(1 = Very Poor, 5 = Excellent)

i. Promptness of response to queries

1 2 3 4 5

ii. Friendliness and professionalism of staff

1 2 3 4 5

iii. Ease of reaching us by Branch

1 2 3 4 5

iv. Ease of reaching us on Phone

1 2 3 4 5

v. Ease of reaching us on WhatsApp

1 2 3 4 5

vi. Ease of reaching us Online

1 2 3 4 5

vii. Claims process turnaround time

1 2 3 4 5

viii. Transparency in communication

1 2 3 4 5

6. Have you encountered any service issues in the last 12 months?

SECTION 3: CLAIMS EXPERIENCE

7. Have you made a claim with us before?

8. If yes, how would you rate your claims experience?

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied

9. What specific area of the claims process needs improvement? (Check all that apply)

Time to settle
Documentation burden
Lack of status updates
Attitude of claims staff
Other

SECTION 4: PRODUCT INNOVATION FEEDBACK

10. Do our current products meet your specific needs?

Yes
Not Sure
No

11. What features would you like to see in future insurance products?

12. Which of these innovations would interest you most? (Tick all that apply)

Mobile-based claims tracking
Usage-based motor insurance (pay-as-you-drive)
Instant online quote and policy issuance
Micro-insurance for small businesses
Bundled policies (e.g., motor + home)
Other (please specify)

SECTION 5: CUSTOMER LOYALTY & COMMUNICATION

13. How likely are you to recommend us to others?

Scale of 0 (Not Likely) to 10 (Very Likely)

Selected:

14. Which of our communication channels do you prefer?

SMS
WhatsApp
Phone Call
Email
Branch Visit
Website

CUSTOMER EXPERIENCE & PRODUCT INNOVATION SURVEY

Thank you for choosing us as your insurance provider. We're conducting this short survey to better serve you. Your feedback will help improve our customer service and develop better insurance products tailored to your needs. It takes less than 5 minutes to complete.

SECTION 1: CUSTOMER PROFILE

1. What type of policy do you hold with us? (Check all that apply)

2. What category of customer are you?

3. How long have you been our customer?

SECTION 2: CUSTOMER SERVICE EXPERIENCE

4. How would you rate your overall satisfaction with our service?

5. How would you rate the following on a scale of 1–5?
(1 = Very Poor, 5 = Excellent)

6. Have you encountered any service issues in the last 12 months?

SECTION 3: CLAIMS EXPERIENCE

7. Have you made a claim with us before?

8. If yes, how would you rate your claims experience?

9. What specific area of the claims process needs improvement? (Check all that apply)

SECTION 4: PRODUCT INNOVATION FEEDBACK

10. Do our current products meet your specific needs?

11. What features would you like to see in future insurance products?

12. Which of these innovations would interest you most? (Tick all that apply)

SECTION 5: CUSTOMER LOYALTY & COMMUNICATION

13. How likely are you to recommend us to others?

14. Which of our communication channels do you prefer?

15. What additional support or service would improve your experience with us?

SECTION 6: DEMOGRAPHIC & CONSENT

16. Your region of residence

17. Which of our branches do you do business with?

18. Which of our Contact Office or Agency do you do business with?

19. May we contact you for further feedback or follow-up?

CUSTOMER EXPERIENCE & PRODUCT INNOVATION SURVEY

Thank you for choosing us as your insurance provider. We're conducting this short survey to better serve you. Your feedback will help improve our customer service and develop better insurance products tailored to your needs. It takes less than 5 minutes to complete.

SECTION 1: CUSTOMER PROFILE

1. What type of policy do you hold with us? (Check all that apply)

2. What category of customer are you?

3. How long have you been our customer?

SECTION 2: CUSTOMER SERVICE EXPERIENCE

4. How would you rate your overall satisfaction with our service?

5. How would you rate the following on a scale of 1–5? (1 = Very Poor, 5 = Excellent)

6. Have you encountered any service issues in the last 12 months?

SECTION 3: CLAIMS EXPERIENCE

7. Have you made a claim with us before?

8. If yes, how would you rate your claims experience?

9. What specific area of the claims process needs improvement? (Check all that apply)

SECTION 4: PRODUCT INNOVATION FEEDBACK

10. Do our current products meet your specific needs?

11. What features would you like to see in future insurance products?

12. Which of these innovations would interest you most? (Tick all that apply)

SECTION 5: CUSTOMER LOYALTY & COMMUNICATION

13. How likely are you to recommend us to others?

14. Which of our communication channels do you prefer?

15. What additional support or service would improve your experience with us?

SECTION 6: DEMOGRAPHIC & CONSENT

16. Your region of residence

17. Which of our branches do you do business with?

18. Which of our Contact Office or Agency do you do business with?

19. May we contact you for further feedback or follow-up?

5. How would you rate the following on a scale of 1–5?
(1 = Very Poor, 5 = Excellent)