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    Bharati Axa

    Uploaded by

    Ram Prabhu
    This document contains a survey about customers' roles in the service delivery process of Bharati Axa Insurance Company in Chennai, India. The 21 question survey asks respondents about their insurance policies, experiences with Bharati Axa, and perspectives on their role in the company's service delivery. The survey is being conducted by Shyam Sundar.P for a summer project studying customer involvement in insurance service processes.

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    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd

    Bharati Axa

    Uploaded by

    Ram Prabhu
    59 views5 pages
    This document contains a survey about customers' roles in the service delivery process of Bharati Axa Insurance Company in Chennai, India. The 21 question survey asks respondents about their insurance policies, experiences with Bharati Axa, and perspectives on their role in the company's service delivery. The survey is being conducted by Shyam Sundar.P for a summer project studying customer involvement in insurance service processes.

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    © Attribution Non-Commercial (BY-NC)

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    This document contains a survey about customers' roles in the service delivery process of Bharati Axa Insurance Company in Chennai, India. The 21 question survey asks respondents about their insurance policies, experiences with Bharati Axa, and perspectives on their role in the company's service delivery. The survey is being conducted by Shyam Sundar.P for a summer project studying customer involvement in insurance service processes.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    59 views5 pages

    Bharati Axa

    Uploaded by

    Ram Prabhu
    This document contains a survey about customers' roles in the service delivery process of Bharati Axa Insurance Company in Chennai, India. The 21 question survey asks respondents about their insurance policies, experiences with Bharati Axa, and perspectives on their role in the company's service delivery. The survey is being conducted by Shyam Sundar.P for a summer project studying customer involvement in insurance service processes.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 5

    A Study on Customers Role in Service Delivery

    Process with Special Reference to Bharati Axa


    Insurance Company, Chennai

    Dear respondent,

    I am Shyam Sundar.P, doing MBA in Mepco Schlenk Engineering


    College, Sivakasi. I am collecting data for my summer project,
    regarding a Study on Customers Role in Service Delivery
    Process with Special Reference to Bharati Axa Insurance
    Company, Chennai. Kindly extend your support by answering the
    following questions.

    Name :
    Age :
    Qualification :
    Designation :
    Annual income :

    1) Are you aware of various kinds of Insurance Companies?

    a. Yes
    b. No

    2) Do you have Insurance Policies?

    a. Yes
    b. No

    If yes to the above question rank it, otherwise skip question 3.

    3) Number of policies you have is

    4) What kind of Policies you have?

    a. Health Insurance
    b. Motor Insurance
    c. Life Insurance
    d. Marine Insurance
    e. Any other Policy
    5) How will you know about Bharati Axa insurance policy?

    a. Television advertisements
    b. Magazines and journals
    c. Internet
    d. Hoarding

    6) How long you have been taking policy in Bharati Axa?

    a. Less than 1 year


    b. 2-3 years
    c. 4-5 years
    d. More than 5 years

    7) What policy do you have in Bharathi Axa?

    a. Health Insurance
    b. Motor Insurance
    c. Life Insurance
    d. Marine Insurance
    e. Any other Policy

    8) How long is your policy period?

    a. Less than 1 year


    b. 2-3 years
    c. 4-5 years
    d. Above 5 years

    9) Are you active participant in the company?

    a. Always
    b. Sometimes
    c. Never

    10) Is that the company sales person frequently gets in touch


    regarding policies?

    a. Yes
    b. No
    11) What productive role are you playing in the company?

    a. Reduce the uncertainty between the company and


    themselves
    b. Make your own transactions
    c. Act as a boss
    d. Access at anytime

    12) Quality of customer inputs:


    Always Sometime Never
    a. I clearly explained what I wanted s
    the
    employees to do
    b. I gave employees proper
    information
    c. I tried to cooperate with the
    employees
    d. I understand the procedures
    associated
    with this service
    e. I was friendly to the employees
    f. I have good relationship with the
    employees
    g. I was courteous to them
    h. Receiving this service was pleasant experience

    13) Is that company specified your job clearly?

    a. Yes
    b. No

    If yes to the above question proceed, otherwise skip question 14.

    14) What roles or jobs are they specified?

    a. Payment terms
    b. Information regarding new policies
    c. Any other
    15) Given below are some of the customer service delivery roles.
    You are required to scale these statements

    Very high-5 High-4 Moderate-3 Low-2 Poor-1

    Products are standardized

    Services is provided regardless of any individual purchase

    Payment may be only required customer input

    Provision of service required customer purchase

    Service cannot be created apart from the customer


    purchase and active participation

    16) Have you discussed your products or company with any others

    a. Yes
    b. No

    If yes to the above question proceed, otherwise skip question 17.

    17) What kind of discussion have you made?

    a. Providing any service related information


    b. Engaging in enjoyable conversation than make new
    purchase more enjoyable
    c. Servicing as someone to complaint when mishaps and
    service failure occurred

    18) Do you think you are a customer who contributes to


    quality or satisfaction?

    a. Always
    b. Sometimes
    c. Rarely

    19) Do you think you sometimes become a competitive threat to the


    company?

    a. Yes
    b. No
    20) Does your prospective company truly viewed you as a partial
    employee?

    a. Always
    b. Sometimes
    c. Rarely

    21) Any other suggestions to improve your roles in service


    delivery?

    Thanks a lot for valuable information.

    Name:

    Signature:

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