07-12-2012, 04:11 PM
Customer Satisfaction Survey on Insurance Products of ICICI PRUDENTIAL
Customer Satisfaction.pptx (Size: 144.56 KB / Downloads: 22)
OBJECTIVES OF THE STUDY
To identify the insurance needs of the Indian population with respect to their emotional, physical and financial conditions.
To analyze various insurance players in the market
To study the varied reasons of availing life insurance plans.
How important is post sales service.
Who are the persons who play major role in customer satisfacton
What is customer satisfaction?
Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency.
The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations.
Customers in human services are commonly referred to as service users, consumers or clients. They can be individuals or groups.
An organisation with a strong customer service culture places the customer at the centre of service design, planning and service delivery. Customer centric organisations will:
determine the customers expectations when they plan
listen to the customer as they design
focus on the delivery of customer service activities
Value customer feedback when they measure performance
Why is it important?
Meeting the needs of the customer is the underlying rationale for the existence of community service organizations. Customers have a right to quality services that deliver outcomes.
Organizations that strive beyond minimum standards and exceed the expectations of their customers are likely to be leaders in their sector.
Customers are recognized as key partners in shaping service development and assessing quality of service delivery.
Research Methodology
Statement Of Problem:
The research is carried on in a proper planned and systematic manner.
The research was particularly a telephonic research. We have to sell products to list of people which include their names and contact numbers given by ICICI.
During the telephonic we have to sell different products by explaining the benefits of a particular product, but. The minimum amount for selling a policy to a customer is equal to or more then Rs. 12000 only.