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  1. Surveys
  2. 2014
  3. March
  4. L
  5. Loyalty Programme in Insurance - Pilot
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Exit Survey
 
 
MANAGEMENT COLLEGE OF SOUTH AFRICA


Dear Customer,

Thank you for participating in my research topic entitled the impact of loyalty programmes on customer retention at Regent Insurance Company. The aim of this study is to determine whether the introduction of a loyalty programme has a positive impact on customer retention.

Your participation in this survey is voluntary. You may refuse to participate or withdraw from this survey at any time with no negative consequence. Confidentiality and anonymity of records identifying you as a participant will be maintained by Regent Insurance Company and the outcome of the survey will be maintained by the Management College of South Africa. This survey should take less than 10 minutes to complete.

If you have any questions about this survey or the procedures, you may contact me, Denver Naidoo (General Manager at Regent Insurance Company), on 011 879 0460.

Thank you very much for your time and support. Please start with the survey now by clicking on I Agree followed by Continue.

You must accept the terms to continue with the survey.
 
 
 
Which age category do you belong to?
 
18-24 years
 
25-34 years
 
35-59 years
 
60 years and older
 
 
 
What is your relationship status?
 
Single
 
Married
 
Divorced
 
Widowed
 
In a relationship
 
 
 
What is your gender?
 
Male
 
Female
 
 
 
Which race group do you belong to?
 
African
 
Coloured
 
Indian
 
White
 
Asian
 
Other
 
 
 
 
What is your gross monthly Income?
 
Under R10 000
 
R
 
R
 
 
 
Which of the following statements below best describes your understanding of a loyalty programme?
 
Loyalty programmes provide benefits to me
 
I do not understand how a loyalty programme works
 
There are not enough loyalty programmes in the insurance industry
 
Loyalty programs are not beneficial to me as the rewards are not substantial
 
 
 
How many Loyalty programmes do you belong to?
 
None
 
1-4
 
5-10
 
>10
 
 
 
Which of the following industry loyalty programmes are you a member of?
 
Retail (clothing, groceries etc.)
 
Airline (SAA Voyager, British Airways etc.)
 
Entertainment (movies, book clubs etc.)
 
Banks (FNB e-bucks, Standard Bank uCount etc.)
 
Medical aid (Discovery Vitality, Momentum Multiply etc.)
 
Insurance Services
 
Other
 

 
 
 
Please rank (1 - 5) the reasons for you joining a loyalty programme with 1 being the most important reason and 5 being the least important reason?
To get cashbacks
To get discounts
To get vouchers to redeem at selected outlets
To get preferential treatment
To get benefits from other associated loyalty programmes
 
 
 
What is the reason for not joining a loyalty programme?
 
The rewards are not substantial
 
Too many loyalty programmes become a burden
 
Loyalty programmes are a gimmick and offer no real value
 
Loyalty programmes are too administrative
 
I do not understand how a loyalty programme works
 
 
How important are the following rewards of an insurance loyalty programme to you?
Very important Fairly important Not important Not important at all
Reduced monthly premium
Reduced e-toll fees
Benefits from reward partners eg. car dealerships, car hire, etc.
Roadside assist
Weather notifications
Free car check up/services
Free chauffeur/drive me home services
Simple and easy application and delivery of license renewals
 
 
 
How long have you been at your current insurer?
 
Less than 1 year
 
2-5 years
 
6-10 years
 
More than 10 years
 
 
Please indicate whether you would consider changing insurance companies for the following reasons.
Strongly disagree Disagree Neither agree or disagree Agree Strongly agree
For a lower premium
For a better product
If I have encountered bad service
If my Insurer does not pay my claim
I am not loyal to a particular insurer
I would not move my Insurance policy
 
 
How satisfied are you with the following:
Strongly disagree Disagree Neither agree or disagree Strongly agree
I will stay with Regent Insurance if they offer a loyalty program that meets my expectations
I like to be rewarded for my patronage
A loyalty programme offered by Regent Insurance would be critical to my satisfaction as a client
A Loyalty Programme on its own will influence my decision to stay with Regent Insurance
Whether I continue my insurance with Regent Insurance does not depend on membership in a Loyalty Programme
 
 
 
I should earn additional loyalty points for the following behaviour
 
No traffic convictions (speeding, drinking and driving, etc)
 
Properly maintaining my vehicle and making use of free vehicle checks
 
Making use of Chauffeur services when consuming alcohol
 
Attending defensive driving courses
 
Regular eye tests
 
Annual home assessment conducted (Eg. geyser, electricity, fire proofing)