Introducing MSIG’s all-new survey platform

At MSIG, it is our fervent belief that the satisfaction of our customers always has and always will determine our success. The way we gather feedback and communicate with our customers and partners is based on our brand philosophy of “Insurance that sees the heart in everything”, it is just as important as providing unparalleled services. We want to ensure we collect their feedback professionally and seamlessly. 

That’s why we have revealed a new survey platform to be better for our customers and partners. Simply put, it is easier to navigate and complete. And it’s a format that has been adopted by leading financial institutions and corporations the world over.  

The new platform is a one-stop shop for all types of surveys. These include Customer Feedback Survey (either for personal and corporate customers), Claims Survey for claimants, and an Intermediary Survey, which is for intermediaries and partners. 

What’s more, we have taken steps to simplify and redesign the questionnaires, and these can now be dispatched either through email or using WhatsApp. Customers and partners will receive a link to the survey that applies to them. This makes it convenient for them to complete the survey on whichever device anytime, anywhere. 

Analysis and improvement

Once we received the completed survey, the new platform harnesses the power of big data analytics. This enables us to identify trends in customer behaviour, as well as find ways of building stronger customer loyalty.  

Another feature of the platform is we can capture customer feedback through simplified questions. This gives us a fuller picture of what our customers are telling us across different lines of business, and compels us to go that extra mile to truly deliver extraordinary services. 

Why is this initiative important to MSIG?

As we move with the times, it was necessary for us to adopt technology that offers systematic and contemporary methodology, allowing us to manage feedback effectively. By connecting with our customers and partners in a fundamentally better way, we can glean insights into how MSIG can improve our offerings and our extraordinary services. 

The new platform will also help us to predict customer behaviour in the future and identify ways of improving customer loyalty. Ultimately, our customers and partners are of the utmost importance to our business. We are determined to remain their trusted insurer. And by releasing this new platform, we can demonstrate that we value what they tell us – whether they are our customers, intermediaries or partners.