qquuu njxkshbckjsa

Please provide the correct information for each of the following. All information will be used

strictly for research purposes.

1. Name :

2. Age :

3. Sex :

4. Occupation : Business

Housewife

5. Monthly Income : Under

40,000 -

80,000 and above

6. Please choose your Life Insurance Company from below:

(Please use a separate questionnaire if you are a customer of more than one Life Insurance

Company)

i. LIC

iii. ICICI Prudential

v. Birla Sunlife

7. For how long have you been a customer of your present Life Insurance Company?

i. Less than 3 years

iii. 6-9 Years

8. What type of life insurance policy(s) do you own from the following?

(Kindly use separate questionnaire if you

i.. Traditional Plans

ii. Unit Linked Plans (ULIPs)

9. What is your purpose of buying the insurance policy?

(Rate from 1-5 according to your reason for buying 1

meaning least important.)

i. Insurance

ii. Saving

iii Protection of Wealth

iv Tax Saving

v. Pension

Customer Questionnaire

PART I (General Information)


strictly for research purposes.

Business Service Agriculture

Housewife Student

Under 20,000 20,000 -

60,000 60,000 - 80,000

80,000 and above

6. Please choose your Life Insurance Company from below:

separate questionnaire if you are a customer of more than one Life Insurance

ii.HDFC Standard

iv. Bajaj Allianz

vi. SBI Life

you been a customer of your present Life Insurance Company?

ii. 3-6 Years

iv. Above 9 years

nsurance policy(s) do you own from the following?

Kindly use separate questionnaire if you have more than one product policy)

Endowment Plan

Money Back Plan

9. What is your purpose of buying the insurance policy?

5 according to your reason for buying 1 meaning the most important reason and 5

of Wealth


40,000

80,000

separate questionnaire if you are a customer of more than one Life Insurance

you been a customer of your present Life Insurance Company?

meaning the most important reason and 5

PART II (Expectations Section)

Please check your extent of agreement or disagreement with the feature described by each statement related

to the Life Insurance Companies that would deliver excellent quality of service.

Strongly Agree Neutral Disagree Strongly

Agree Disagree

E1 Will have modern equipments and will support latest

technology.

E2 Will have physical infrastructure which is visually

appealing

E3 Employees and agents will be smart and have an

attractive appearance

E4 Materials associated with the services provided will

be visually appealing and will cover all associated

terms and conditions.

E5 Promise to do something in a specified time will be

fulfilled.

E6 Whenever any problem is encountered by customers,

sincere effort will be put in to solve it.

E7 Will always perform the right service at the first

instance.

E8 Will always provide error free records.

E9 Will enjoy goodwill and sound financial foundation.

E10 Will give prompt services to customers and tell

customers about the exact time frame in which

services will be performed.

E11 Will always be delighted to help the customers.

E12 Will always be willing to respond to customers'

needs and requests.

E13 Will continuously communicate with customers by

using the methods that suit best to the needs of

customers.

E14 Will use latest internet based communication tools to

effectively reach the customers.

E15 The behavior will enhance the level of confidence in

customers.

E16 Customers will feel fair and safe in conducting

transactions.


Agree Disagree

E17 Will be professionally competent enough to provide

services to customers.

E18 Will give precise and detailed representation of

products and services.

E19 Will give individual attention to customers.

E20 The operating hours will be convenient to all the

customers.

E21 Will have a clear understanding of the specific needs

of their customers.

E22 Will receive complaints and criticisms from

customers and responds to them positively.

E23 Will organize periodic consumer need based

awareness programs to have greater understanding

with the customers

E24 Will make ethic based policies and commit to ethical

practices.

E25 Will offer products and services specialized

according to customer needs and having best quality

among competitors.

E26 Will offer a wide range of policies and products.

E27 The pricing of the products and services will be

highly competitive vis--vis competitors.

E28 Will provide guarantee through various provisions to

ensure highest quality of products and services.

E29 Will have a clear line (Unique Selling Point) to

differentiate their products and services.

E30 Will have clear and transparent terms and conditions

specified in the policy at the time of issuance.

E31 Will settle customers' claims without any

unreasonable paperwork and delay.

E32 The formalities of buying a policy will be easy.

E33 Will have consistent and easy to understand process

of underwriting policies.

E34 Will have simplified terms for renewal of policy.

E36 Will offer promotional schemes to attract the

customers from time to time.

E37 Will offer easy modes (Electronic Clearing System,

Internet etc.) for payment of premium.

E38 Will offer additional packages in terms of riders

(such as accidental rider, disability rider etc.) to

combine with policies.

PART III (Perceptions Section)

Please check your extent of agreement or disagreement with the features depicted by each statement related to

your perceptions about quality of services provided by your life Insurance company.


Agree Disagree

P1 Has modern equipments and will support latest

technology.

P2 Has physical infrastructure which is visually

appealing

P3 Employees and agents are smart and have

attractive appearance

P4 Materials associated with the services provided are

visually appealing and will cover all associated

terms and conditions.

P5 Promises to do something in a specified time are

fulfilled.

P6 Whenever any problem is encountered by

customers, sincere effort is put to solve it.

P7 Performs the right service at the first instance.

P8 Provides error free records.

P9 Enjoys goodwill and sound financial foundation.

P10 Give prompt services to customers and tell

customers about the exact time frame in which

services will be performed.

P11. Delighted to help the customers.

P12 Always willing to respond to customers' needs and

requests.

P13. Continuous communication with customers by

using the methods that suit best to the needs of

customers.

P14. Uses latest internet based communication tools to

effectively reach the customers.

P15. The behavior enhances the level of confidence in

customers.


Agree Disagree

P16 Customers feel fair and safe in conducting

transactions.

P17 Are professionally competent enough to provide

services to customers.

P18 Give precise and detailed representation of

products and services.

P19 Give individual attention to customers.

P20 The operating hours are convenient to all the

customers.

P21 Have a clear understanding of the specific needs of

their customers.

P22 Receives complaints and criticisms from

customers and responds to them positively.

P23 Organizes periodic consumer need based

awareness programs to have greater understanding

with the customers.

P24 Make ethic based policies and commit to ethical

practices.

P25 Offer products and services specialized according

to customer needs and having best quality among

competitors.

P26 Offer a wide range of policies and products.

P27 The pricing of the products and services are highly

competitive vis--vis competitors.

P28 Provides guarantee through various provisions to

ensure highest quality of products and services.

P29 Has a clear line (Unique Selling Point) to

differentiate their products and services.

P30 Has clear and transparent terms and conditions


P31 Settles customers' claims without any

unreasonable paperwork and delay.

P32 The formalities of buying a policy are easy.

P33 Has consistent and easy to understand process of

underwriting policies.

P34 Have simplified terms for renewal of policy.

P35 Provides simplified procedures for alterations such

as change in address, nominee etc. in the policy.

P36 Offers promotional schemes to attract the

customers from time to time.

P37 Offers easy modes (Electronic Clearing System,

Internet etc.) for payment of premium.

P38 Offers additional packages in terms of riders (such

as accidental rider, disability rider etc.) to combine

with policies.

PART IV

The following table relates to your perception of the overall service quality of the services provided by your

company. Please tick the no. that best reflects your assessment.

1 2 3 4 5

Poor quality

Excellent

Quality

Inferior

Superior

Low

Standards

High

Standards

One of the

worst

One of the

Best

PART V

Kindly rate the following statements from 1-5, 1 if you think that the feature is Least likely and tick 5

if you think that the feature is Most likely.

I will

5

4

3

2

1

1 say positive things about the company to other people

2 recommend the company who seeks my advice

3 encourage friends and relatives to buy products from the

company

4 do more business with the company in next few years

5 consider the company as first choice to buy various services

6 do less business with the company in the next few years

7 take some of my business to a competitor that offers better

products at more attractive prices

8 continue to do business with the company even if its prices

increases somewhat

9 I am ready to pay higher price than the competitors charge

for the benefits I currently enjoy from the company

If I experience a problem with the companys service I

will

10 switch to a competitor

11 complain to other consumers

12 complain to external agencies such as ombudsman and

grievance cell

13 complain to companys employees

PART VI

1. Do you have a ULIP policy? Yes No

If Yes then:

(a) From where did you come to know about ULIP?

i. Advertisement ii.Agent/ Employee

iii. Friend/Relative iv. Any other source

(b) Please tick from the following options about which you are aware of regarding ULIP:

i. How and where the money will be invested

ii. Risks involved with the investment

iii. Agents commission

iv. Maturity amount

v. Flexible policy options(Switching, top ups, partial withdrawls)

(c) Please tick if you are aware of the following features related to premium payment of ULIP:

i. Regular fund value statements

ii. Possibility of on line tracking

iii. Fund switching

iv. Premium redirection

v. Premium relocation

(d) Did you receive advisory regarding the following from the employees of your company?

i. Suggestion about fund switching

ii. Fund value/ NAV

iii. Mailers about new products

iv. SMS / Reminder letters

v. When to enter/exit a product

vi. Premium allocation

vii. Any other (please specify) _____________________________

(e) How satisfied are you regarding the adequacy of information you received regarding ULIP?

1 Highly Satisfied 2 Satisfied 3 Neutral

4 Dissatisfied 5 Highly Dissatisfied

2. How much amount did you receive in the specified period as conveyed to you by the agent/employee

of the insurance company after surrender?

i. Less than 50% ii 50% - 80% iii. Full amount iv. Not Applicable

(a). How satisfied are you with the time taken for surrender?

Highly Satisfied Satisfied Neutral

Dissatisfied Highly Dissatisfied

(b) How satisfied are you with the role played by the agents/employees of your company during the

process of surrender?



(c) What is your opinion regarding the no. of documents and other formalities required by your

company during the process of surrender?

Very High High Average Low Very Low

4. Did you ever use any influence to settle the claim at the time of maturity/Death? Yes No

If yes, (Please specify):

(a) Whom did you need to contact?

1 Employee (s) of the company Senior officer Agent

4 Politician 5 Any other (Specify) ________________

(b) How many visits did you make to the office before receiving the claim?

1-2 visits 3-5 visits More than 5 visits

PART- VII (Only for LIC policy holders)

If you are a LIC policy holder for more than 9 years, then please tick at the appropriate response

stating your opinion on the following:

Highly Improved Remained Deteriorated Badly

Improved Same Deteriorated

1 Improvement in the over all working of your

company

2 Improvement in product quality offered by

your company?

3 Improvement in the behaviour and efficiency

of employees/agents

4 Pricing of policies

5 Improvement in the overall ambience and

infrastructure

6 Formalities required to get a life insurance

policy

7 Flexibility and need based suitability of the

products offered

8 Level of information being provided by the

employees/agents to the customers

9 Effectiveness of the various promotional

activities in arriving at the final decision

10 Change in time taken to settle a claim

11 Formalities required to settle a claim

(l) Any other impact of privatization on your company (Please specify)

________________________________________________________________________________________

________________________________________________________________________________________

______________________________________________________________________

Any other suggestion:

________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

_________________________________________________________________

(Thanks for your cooperation)

Personal Information:

1. Name:

2. Age:

3. Regular / Part Time:

4. Name of Company:

5. Income from selling insurance:

i. Less than 5,000

iii 10,000 15,000

6. Why did you choose this company to work as an agent?

i. Your personal relations with the Manager

ii. Policies of the company

iii. More financial sup

iv. Any other reason

Please specify your level of satisfaction or dissatisfaction regarding the following statements:

Use of modern equipments and support latest

technology by your company.

The physical infrastructure of your company.

Financial training/ updates from your company.

Materials provided to you regarding the products

and services provided by your

Behavior of the staff of your company.

Financial support from your company.

Promotion policy offered by your company.

Training provided by your company

Range of policies and products.

Formalities and time taken to issue a policy.

Paper work associated with selling and

maintaining a policy. Information provided to you regarding new

products, policies and changed regulations

introduced by regulator. Process of underwriting policies.

Questionnaire for Agents

selling insurance:

ii. 5,000- 10,000

15,000 iv. 15,000 and more

Why did you choose this company to work as an agent?

Your personal relations with the Manager

Policies of the company

More financial support as compared to other companies

Any other reason


Highly Satisfied Neutral Dissatisfied Highly

Satisfied

equipments and support latest

The physical infrastructure of your company.

Financial training/ updates from your company.

Materials provided to you regarding the products

and services provided by your company.

Behavior of the staff of your company.

Financial support from your company.

Promotion policy offered by your company.

Training provided by your company

Range of policies and products.

taken to issue a policy.

Paper work associated with selling and

Information provided to you regarding new

products, policies and changed regulations

Process of underwriting policies.


Satisfied



Dissatisfied


Dissatisfied

Pricing of the products and services vis--vis

competitors.

Clarity and transparency of terms and conditions


Procedure for renewal of policy.

Use of ethic based policies.

Conduct of periodic consumer need based

awareness programs to have greater

understanding with the customers

Direct support from your company to retain old

customers.

Please answer the following:

Upto Large Upto Some Rarely Never Cant

Extent Extent Say

Do you use modern communication tools to

effectively reach the customers?

Do you undertake the financial planning of the

customer?

Do you tell the customer about the positive and

negative points of a product vis--vis the other

products?

Do you receive complaints and criticisms from

customers and responds to them positively

Do you give prompt services to customers and

tell customers about the exact time frame in

which services will be performed.

Do you give precise and detailed representation

of products before selling them?

Do you give individual attention to customers?

Do you adjust the operating hours so that they are

convenient to the customers?

1. Rate the overall service quality of your company vis--vis other companies.

Very High High Average Low Very Low

2. Do you need your company to introduce new and competitive products?

Yes No Cant Say

3. Do you want any change or simplification in the procedures adopted by your

company regarding training?

Yes No Cant Say

4. Do you want any change or simplification in the procedures adopted by your

company regarding procedures adopted for issuance of policies to customers?

Yes No Cant Say

5. Do you want your company to change the present promotional policies? Yes No

6. If Yes Please specify _______ ______________________________________

7. Which of these modern technology features do you want your company to

introduce for interacting with the customers and the company?

Mobile alerts e-mail Internet

Electronic Illustrations Any other (please specify) __________

7. How often does your Manager accompany you on sales calls?

Rarely Sometimes Often Very often Always

8. Does your manager impress upon you to sell a particular type product or policy?


9. What percentage of your sales call includes your natural market (friends, relatives,

acquaintances etc.)?

< 25% 25%-50% 50%-75% >75%

10. What percentage of your sales call includes open market (persons not known to you

directly/referrals)

75%

11. Does your manager inform you about prospective buyers (sales lead)?


12. Are you aware of the role of ombudsman? Yes No

13. Have you suggested any of your customers to use the services of ombudsman?


14. Are you and your customer satisfied by the time taken by the ombudsman to solve the

problem?



15. Are you and your customer satisfied by the solution given by the ombudsman to solve the

problem?



16. Any other information or experience you wish to share, Please specify.

_________________________________________________________________________

_______________________________________________________________

(Thanks for your cooperation)

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