CSISG 2015 FULL YEAR RESULTS

Transcription

1 2015 FULL YEAR RESULTS FINANCE & INSURANCE AND HEALTHCARE RESULTS INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

2 Presentation Outline Methodology National Results Results and highlights of Finance & Insurance Sector Results and highlights of Healthcare Sector 3

3 Methodology INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

4 The Score Customer Satisfaction (Scale of 0-100) 1. Overall Satisfaction 2. Ability to Meet Expectations 3. Similarity to Ideal 5

5 Structural Model Qn. Perceived Overall Quality Qn. Perceived Customisation Qn. Perceived Reliability Perceived Overall Quality Qn. Complaint Behaviour Customer Complaints Qn. Price / Quality Qn. Quality / Price Perceived Value Customer Satisfaction Customer Expectations Qn. Overall Satisfaction Qn. Ability to Meet Expectations Qn. Similarity to Ideal Customer Loyalty Qn. Expected Overall Quality Qn. Expected Customisation Qn. Expected Reliability Qn. Repurchase Intention Qn. Price Tolerance 6

6 Overview of the Main Fieldwork Singapore citizens and PRs are interviewed at their homes. Homes are selected from a random listing of 40,000 household addresses that match housing profile of Singapore resident population. Departing tourists are interviewed at Changi Airport. All respondents answering for the airport were interviewed at the airport. Each respondent answers up to 17 questions and about 24 touchpoint questions about a company they had recent experiences with. Typically 250 respondents per company would have answered the questionnaire. 7

7 Sectors Measured in the Calendar year 1st quarter 2nd quarter 3rd quarter 4th quarter Info-communications Retail Private Education Public Education Air Transport Land Transport Logistics Food & Beverage Tourism Finance & Insurance Healthcare 8

8 2015 Q4 Quick Facts Sectors Covered Finance & Insurance Healthcare Survey Period Oct 2015 to Jan 2016 Total Questionnaires Completed 9,749 Face-to-Face (Locals) 9,399 Tourist at Changi Airport 350 Distinct entities measured 622 Entities with published scores 35 9

9 2015 Full Year Quick Facts Total Questionnaires Completed 42,501 Face-to-Face (Locals) 29,737 Tourist at Changi Airport 8,611 Online survey 4,153 Distinct entities measured 2,330 Entities with published scores

10 2015 National Highlights INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

11 74.1 Public Education 75.6 Universities* 79.1 SMU* 76.5 NUS 73.3 NTU 74.0 ITE 69.8 Polytechnics 74.8 Singapore* 73.4 Temasek* 70.5 Ngee Ann 67.1 Republic 63.6 Nanyang 72.8 Air Transport 75.1 Airport* 75.1 Changi Airport 73.2 Airlines 76.1 Singapore Airlines* 73.3 Emirates 73.0 Cathay Pacific 70.5 SilkAir 69.4 Qantas 69.3 Other airlines 68.3 Budget Airlines 68.0 AirAsia 67.5 Jetstar Asia 65.8 Tigerair 70.3 Other budget airlines 70.9 Finance & Insurance 71.1 Banks 71.9 Maybank 71.6 OCBC 71.6 DBS 71.3 Standard Chartered 70.8 UOB 70.6 Citibank 69.7 HSBC 70.1 Other banks 2015 national score Life Insurance 72.1 Great Eastern 71.5 AIA 70.5 NTUC Income 69.7 Prudential 69.4 Manulife 69.5 Other life insurers 70.5 Motor and Other Personal Insurance 71.2 AXA 71.1 NTUC Income 71.0 AIG 70.3 Other personal insurers 70.2 Health and Medical Insurance 70.2 NTUC Income 70.0 Prudential 69.7 AIA 69.4 Great Eastern 70.6 Other health & medical insurers 70.5 Logistics 71.5 Postal Services 71.5 Singapore Post 70.2 Courier Services 73.2 FedEx* 72.2 Speedpost 71.2 DHL 69.9 UPS 67.0 Other courier services 70.0 Retail 72.8 Motor Vehicles* 70.7 Petrol Service Stations 71.7 SPC 71.5 Esso 70.1 Shell 67.5 Caltex 70.6 Supermarkets 71.6 Cold Storage 70.7 NTUC Fairprice 69.4 Sheng Siong 67.3 Other supermarkets 69.3 Jewellery 69.3 Fashion Apparels 69.2 Clocks & Watches 68.6 Departmental Stores 71.7 DFS* 70.9 Takashimaya* 70.8 Isetan* 69.4 OG 69.4 Robinsons 67.3 Tangs 67.0 Metro 65.6 Mustafa 65.8 Other departmental stores 66.7 Furniture 68.4 IKEA 66.2 Other furniture 69.6 Healthcare 72.0 Private Hospitals* 72.6 Mount Alvernia 72.5 Mount Elizabeth 72.2 Raffles Hospital 71.7 Parkway East 71.7 Thomson Medical 71.5 Gleneagles 71.0 Mount Elizabeth Novena 69.7 Other Healthcare 69.6 Polyclinics 69.8 SingHealth 69.6 NHG 69.4 General Practitioners 68.6 Restructured Hospitals 70.6 KK Women s & Children s* 70.5 Changi General* 69.7 Khoo Teck Puat 69.0 Ng Teng Fong 68.8 Tan Tock Seng 68.4 National University 66.7 Singapore General 69.4 Tourism 70.8 Hotels* 74.3 Marina Bay Sands* 73.1 Shangri-La* 72.6 The Ritz-Carlton* 72.0 Resorts World Sentosa 72.0 Mandarin Orchard 71.3 Swissotel the Stamford 70.3 Grand Hyatt 69.7 Other hotels 70.3 Attractions* 72.1 S.E.A. Aquarium* 71.6 Sentosa 71.6 Singapore Zoo 71.4 River Safari 71.0 Universal Studios 70.7 Night Safari 70.7 Jurong Bird Park 69.9 Adventure Cove 68.7 Other attractions 66.4 Travel & Tour Services 67.4 Info-Communications 68.4 Mobile Telecom 69.4 Singtel 69.0 StarHub 63.9 M PayTV 66.6 StarHub 64.4 Singtel 64.9 Broadband 66.9 StarHub 66.2 M Singtel 59.6 Wireless@SG 67.1 Food & Beverage 69.4 Fast Food Restaurants* 72.2 McDonalds* 67.6 Burger King 67.5 KFC 64.3 Other fast food restaurants 69.0 Bars & Pubs* 68.1 Cafes & Snack Bars 70.1 Starbucks 68.4 Coffee Bean & Tea Leaf 67.7 Other cafes and snack bars 66.5 Food Courts 69.0 NTUC Foodfare* 67.7 Food Republic 67.0 Koufu 65.9 Kopitiam 66.2 Other food courts 66.2 Restaurants 70.0 Sushi Tei* 69.0 RE&S* 68.7 Crystal Jade* 68.6 Sakae Holdings* 68.0 Minor Food Group 65.7 Other restaurants 64.1 Private Education 64.1 Private Education Institutions 63.3 Land Transport 65.9 Taxi Services* 67.4 Transcab 66.9 Premier 66.2 SMRT 65.6 ComfortDelGro 62.3 Prime 62.0 Mass Rapid Transit System 63.9 SBS Transit 61.5 SMRT 60.9 Public Buses 62.2 SMRT 60.4 SBS Transit 12

12 2015 Q4 RESULTS finance & insurance INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

13 Finance & Insurance Scores Fell in Finance & Insurance Sector Trend National Score Life Insurance 73.6 Health & Medical Insurance 72.4 Banks 72.2 Motor & Personal Insurance Banks 70.6 Life Insurance 70.5 Motor & Personal Insurance 70.2 Health & Medical Insurance 14

14 Banks Sub-sector INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

15 Banks Scores Fell in 2015 DBS 75.8 Citibank Banks Sub-Sector Trend OCBC 71.8 UOB 71.6 Standard Chartered 71.2 HSBC Maybank 71.6 OCBC 71.6 DBS 71.3 Standard Chartered 70.8 UOB 70.6 Citibank 70.1 Other Banks 69.7 HSBC Maybank 68.2 Other Banks

16 Bank Channel Satisfaction Ratings Contact Centre Increasing Impact on Score Self-Service Machine Personal Banker Branch Internet Banking Limited Impact on Score Credit Card Mobile App ATM Average 2015 Rating Satisfaction Rating (Scale of 1 to 10) 17

17 Channels with Statistically Significant Drop in Ratings Contact Centre Increasing Impact on Score Self-Service Machine Personal Banker Branch Internet Banking Limited Impact on Score Credit Card Mobile App ATM Average 2015 Rating Satisfaction Rating (Scale of 1 to 10) 18

18 Interaction with Bank Touch-Points (2010 to 2015) 100% 2010 to Interacted With Touch-point (%) 75% 50% 25% 0% Not Measured from 2010 to 2013 Not Measured from 2010 to 2013 Not Measured 2010 to 2013 ATM Internet Banking Mobile App Contact Centre Branch Self-Service Machine Personal Banker 19

19 Interactions with Digital Channels on the Rise Interacted With Touch-point (%) 100% 75% 50% 25% 0% Not Measured from 2010 to 2013 ATM Increasing Interactions Internet Banking Not Measured from 2010 to 2013 Mobile App Contact Centre Decreasing Interactions Branch 2010 to Not Measured 2010 to 2013 Self-Service Machine Increasing Interactions Personal Banker 20

20 Insurance Sub-sector INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

21 Life Insurance Scores Fell in Life Insurance Sub-Sector Trend G E Life 75.2 AIA 75.2 Prudential 73.9 NTUC Income Manulife 71.6 Other Life GE Life 71.5 AIA 70.5 NTUC Income 69.7 Prudential 69.5 Other Life 69.4 Manulife 22

22 Health & Medical Insurance Scores Fell in Health & Medical Insurance Sub-Sector Trend AIA 73.4 Prudential 73.2 NTUC Income 72.6 GE Life 72.0 Other Health & Medical Other Health & Medical 70.2 NTUC Income 70.0 Prudential 69.7 AIA 69.4 GE Life 23

23 Motor & Other Personal Insurance Scores Fell in Motor & Other Personal Insurance Sub-Sector Trend AIG 75.0 NTUC Income Finance & Insurance Sector AXA 72.4 Other Motor & Personal AXA 71.1 NTUC Income 71.0 AIG 70.3 Other Motor & Personal 24

24 Satisfaction with Insurance Touch-points Satisfaction Rating (1 to 10) Life Health Motor/Other Personal No Claims for Life Financial Advisor Contact Centre Claims Handling Website 25

25 Fall in Satisfaction Ratings for Key Insurance Channels Satisfaction Rating (1 to 10) Life Health Decrease In Satisfaction Statistically Significant Motor/Other Personal No Claims for Life Financial Advisor (Top Channel for Life Contact Centre (2nd Highest Channel Claims Handling and Health Insurance) for Motor/Other Personal Insurance ) Website 26

26 2015 Q4 RESULTS healthcare INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

27 Healthcare Scores Fell in Healthcare Sector Trend Other Healthcare 72.2 Private Hospital 71.6 General Practitioners Private Hospital Restructured Hospital 69.3 Polyclinics Other Healthcare 69.6 Polyclinics 69.4 General Practitioners 68.6 Restructured Hospital Note: 1. NTFH and Mount Elizabeth Novena Hospital newly added in AH not measured due to handover from NTFH to Sengkang Health in Aug

28 Scores for Other Healthcare & GP Sub- Sectors Other Healthcare General Practitioners Score (0 to 100) Specialist Healthcare Dental TCM Group GP Regular GP 29

29 Satisfaction for Dental and Group GP services Fell Significantly in Other Healthcare General Practitioners Score (0 to 100) Specialist Healthcare Dental Decrease Statistically Significant TCM Group GP Decrease Statistically Significant Regular GP 30

30 Polyclinics Scores Unchanged in Polyclinics Sub-Sector Trend Healthcare Sector Singhealth Polyclinics Singhealth Polyclinics 69.6 NHG Polyclinics NHG Polyclinics

31 Greater Satisfaction for Touch-Points At The Tail-End of Polyclinic Patients Journey 8.0 Polyclinic Touch-Points Satisfaction Rating (Scale of 1 to 10) Appointment Ease of Registration Availability of Seats Wait Time 2012 Wayfinding 2015 Cleanliness Doctor Staff Clarity of Assistance Medication Process Payment Process 5.0 Green - Statistical increase from previous year Blue - No statistical difference from previous year Red - Statistical decrease from previous year 32

32 Polyclinic Patients Generally More Satisfied When Most Visits By Appointments 8 Most Polyclinic Visits by Appointment Yes (16.4% of Respondents) No Satisfaction Rating (1 to 10) Ease of making appt Ease of registration* Availability of seats Wait Time* Wayfinding Cleanliness Doctor* Staff* Clarity of Asistance Medication Process* Payment Process* 33

33 Polyclinic Patients Generally More Satisfied When Most Visits By Appointments 8 Most Polyclinic Visits by Appointment Yes (16.4% of Respondents) No Satisfaction Rating (1 to 10) Ease of registration* Wait Time* Doctor* Staff* Medication Process* Payment Process* 34

34 Restructured Hospitals Scores Unchanged in Restructured Hospitals Sub-Sector Trend CGH 70.0 TTSH 69.7 NUH 69.6 KKH 69.2 SGH 68.9 KTPH 68.9 AH KKH 70.5 CGH 69.7 KTPH 69.0 NTFH 68.8 TTSH 68.4 NUH SGH Note: 1. NTFH newly added in AH not measured due to handover from Jurong Health to Sengkang Health in Aug

35 Private Hospitals Scores Unchanged in 2015 Raffles Medical Hospital 72.4 Parkway East Hospital 72.1 Mount Elizabeth Orchard 71.9 Thomson Medical Centre 71.4 Gleneagles Hospital 70.8 Mount Alvernia Hospital Mount Alvernia Hospital 72.5 Mount Elizabeth Orchard 72.2 Raffles Medical Hospital 71.7 Parkway East Hospital 71.7 Thomson Medical Centre 71.5 Gleneagles Hospital 71.0 Mount Elizabeth Novena 80 Private Hospitals Sub-Sector Trend Healthcare Sector Note: Mount Elizabeth Novena newly added in

36 Touch-Point Satisfaction Ratings for Hospitals 8.5 Restructured Hospitals Private Hospitals Satisfaction Rating (1 to 10) Not Measured in 2014 Not Measured in Doctors Nurses Admin Staff Allied Health Doctors Nurses Admin Staff Allied Health 37

37 Fall in Satisfaction for Medical and Non- Medical Staff for Restructured Hospitals 8.5 Restructured Hospitals Private Hospitals Satisfaction Rating (1 to 10) Decrease In Satisfaction Statistically Significant Not Measured in 2014 Not Measured in Doctors Nurses Admin Staff Allied Health Doctors Nurses Admin Staff Allied Health 38

38 Satisfaction Rises as Patients Interact With More Private Hospital Touch-Points 80 Restructured Hospitals Private Hospitals Performance Score (0 to 100) to to No. of Touch-Points Interacted (Touch- Points Include Doctors, Nurses, Admin Staff and Allied Health) Expected Quality Perceived Value Perceived Quality Score 39

39 Summary Significant drop in National Score led by Finance, Insurance, Healthcare and Private Education Sectors. F&B and Public Education sector bucked the trend with statistically significant rise in satisfaction. Keys touch-points within the Finance & Insurance sectors fell significantly year-on-year. Interaction with digital banking channels on the rise while branches saw declining interactions. Polyclinic patients whose visits are mostly appointmentbased tend to be more satisfied. 40