Customer Satisfaction Survey on Insurance Products of ICICI PRUDENTIAL
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.
Age limit for selling a product/policies was 1 month to 60 yrs – this mean that a policy can be sold to person between the age of 1 month to 60 yrs and not anything exceeding or below it. Research Design: The research design of this project is exploratory. Though each research study has its own specific purpose but the research design of this project on ICICI is exploratory in nature as the objective is the development of the hypothesis rather than their testing.
Q2. Are you satisfied with your current insurer? Particulars No. of Respondents Percentage Yes 41 82% No 9 18% Total 50 100%
Q3. Which one is your favored insurance company? Particulars No. of Respondents Percentage LIC 24 48% ICICI 7 14% HDFC 5 10% Birla Sun Life 4 8% Bajaj Allianz Others 6 12% Total 50 100%