1. Embedding the opinions of our customers across the organization
Customer voices are reviewed and analyzed at the monthly “Vital Meeting" and are used to improve our products and services. Customer voices are shared across the company and we respond promptly to customers. We will continue these initiatives to further analyze customer voice and strengthen the initiatives for improvements based on customers' voices in FY2021.
2.Introduction of Net Promoter Score and System
We leverage “Net Promoter System” to measure customers’ opinions to us based on scores related to how strongly customers recommend Manulife and Manulife’s products to others. We will leverage direct feedback from our customers to develop more sophisticated insurance products and services.
We will receive the “Net Promoter Score” from our customers for our sales staff (PA) and agents(MGA) at the time of conclusion of a contract, and we will use customers evaluations and opinions to further improve our operations.
＜Cycle to carry out daily improvement from customer's point of view＝NPS system＞
Listen：True customer voice, honest assessment
Learn：What are the reasons for the score and assessment? What should we do?
Action：Execute actions for improvement
3.Education and training for our employees
①We provide education and training to help our employees understand that all of their work is related to customers and that it is an important part of building a company that is trusted by customers. We also share the opinions we receive from our customers within the company.
②We will enhance training to recruit higher-quality sales staff and provide them with more effective education, aiming to achieve customer-oriented, high-quality sales. We will also continue to promote the acquisition of FP qualifications, and contribute to gaining the trust of customers by improving and maintaining the industry's top level of qualification acquisition rate.
4.Culture to recognize actions and contributions from the perspective of “Customer Centricity”
①Through promoting our business operating model development driven by customer experience, we will strengthen change communication centered on "Obsess about the customer" and aim to foster our corporate culture centered on new ways of working so that individuals and teams can carry out their work with the customer experience as the starting point.
②We will continue to operate the category related to "customers" in our annual business objectives. We will also continue to provide training aimed at fostering a "customer-centric" corporate culture.
5.Understanding of customer needs via customer panels
We have established a "Customer Panel" to directly listen to the opinions of our existing customers and general consumers through roundtable discussions and questionnaires to gain a deeper understanding of their needs and use this information for product development and service improvement.
By conducting customer panel surveys in-house rather than relying on outsourcing, we are able to increase the number of surveys and reflect more customer opinions in our services and products. We will also work to create a system that can be easily incorporated into our projects and operations.
1.Protection of customers’ interest
We proactively specify and categorize possible instances of conflict of interests in advance and regulate the management of these in the Conflict of Interest Management Policy and Conflict of Interest Management Regulations. Additionally, in order to comply with the Policy and Regulations, we are implementing necessary education and training for employees and protect customers’ interest.
2.Transparency of costs
With regard to financial institution agencies who can solicit customers for insurance policies in a manner to compare specified insurance policies with investment trusts, etc., we have provided customers with explanatory materials that describe agency commissions applicable to them. We will continue providing useful information to customers, endeavoring to describe in an accurate and not-misleading way.
3.Strengthen provision of information to customers
For individual customers, we provide not only insurance-related content, but also useful content on asset management and public pension systems, and for small and medium business owners, specialized content on business succession and employee welfare.
4.More timely and appropriate response to customers
We have completed the implementation of a system that allows us to manage all customer-related information in one place, including customer contract information and records of the content and requests we receive in person, over the phone, or by e-mail. This enables us to respond to our customers' requests more promptly and accurately than ever before.
5.Revision of commission structure of solicitation agencies
We consider business operations that prioritize the interests of customers, such as providing services that meet customer needs and offering the best advice and solutions to customers, is the "quality" of solicitation agency, and we have introduced a commission system which reflecting the "quality" of solicitation agency business, and we have started paying agency commissions that reflect the "quality" from 2019.
※"About the Commission Structure for Solicitation Agencies" ＜リンク＞
Based on the results of FY2020 and industry trends, the evaluation criteria and rating standards for FY2021 will be reviewed and the operational quality evaluation will be conducted.
1.Improvement of forms and communications materials
①Easy to understand solicitation and policy information materials
1) Promotion of the My Page registration/use:
The Call Center is now sending the URL for the My Page registration via SMS to customers who have not yet registered on the My Page. We have also started enclosing flyers recommending registration/use of the My Page when sending documents to customers.
2) Expanding the service functions of the My Page:
In order to expand the services on the My Page, we have conducted customer research to prioritize the service functions. We plan to start developing the system based on the results of this research.
＜Product brochure of ManuFlex which acquired ”Easy to understand design” certification＞
②Introduction of the Universal Design Standards
In order to provide customers with a long-lasting relationship with us, we plan to make improvements to our reporting of policy details and investment performance with an awareness of the "Universal Design" that is easy for more people to understand. In fiscal year 2021, we will also continue to pursue an easy-to-understand design for our web screens to expand the customer experience through digital technology, as we continue our efforts to improve and enhance our business, called CXT (Customer Experience Transformation), which we started in 2019. We will continue to pursue easy-to-understand designs for customers.
2.Application process digitization
In addition to continuing to expand the number of products that support digital application procedures, we are working on the development of products that enable digital application procedures in a remote environment in order to further improve the convenience of customer procedures.
3.Responsive call center operations
We achieved the highest rank “3 stars” both in 2016, 2017,2018,2019 and 2020 consecutively by HDI-Japan with regard to responsive call center operations monitoring. HDI is regarded as the largest membership association in support service industry. In fiscal 2021, we will continue to aim for the highest rating of "3 stars" in the HDI for our after-sales service to customers through our call centers and insurance agents. In addition, we will continue to expand the scope of our "Digital Self-Service" on our customer website, and in June 2021, we released a voice system that enabled completely unattended credit card renewal procedures. This system allow customers to complete the process 24 hours a day, 365 days a year.
In order to have long lasting relationship with our existing policy holders, we reinforce our operation and reduce errors in operation.
We will promote automation of work by system development and minimize clerical errors due to manual work.