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HomeContact UsVoice over service quality

Voice over service quality

CUSTOMER SATISFACTION SURVEY

“At Tokio Marine Insurance Viet Nam (“TMIV”), we are always looking for ways to improve our service. As you are very important to us, your response to our survey will help us improve our service quality to better meet your growing needs. We hope you will take a few minutes to complete this survey concerning any aspect of our service. We are grateful for your support and committed that all of your information would be highly secured.”

 

General Director of Tokio Marine Insurance Vietnam

CONTACT INFORMATION OF CLIENT WHO JOIN SURVEY

* Essential Information

Which departments are you currently dealing with Tokio Marine? (Can select more than 1 Department)

Q1. Please select THE APPROPRIATE number that best describes your level of satisfaction with different scopes of TMIV services
about service standard of Tokio Marine Insurance Viet Nam

Very
hài lòng5
Somewhat Satisfied4
Neutral3
No
hài lòng2
Very dissatisfied
hài lòng1

I. Sales & Marketing Service

5
4
3
2
1

Promptly contacting you after your insurance proposal was received?

Adequately advising proper insurance products and its terms and conditions?

Promptly delivering insurance policy (within 5 days)?

Issuing policy/documents/ invoice accuracy?

Provide professional service with courtesy?

Adequately responding to your questions?

Calling back and/or email reply within 24 hours?

II. Claims Service

5
4
3
2
1

Promptly contacting you after your claim was received?

Promptly scheduling the inspection/appraisal (if necessary)?

Provide professional service with courtesy?

Adequately responding to your questions?

Provide feedback within 03 working days since the date of receiving claims notification (depending on nature of specific claims case)

Paying your claim promptly after agreed settlement?

III. Risk Engineering Service

5
4
3
2
1

Providing effective solutions to your risk management?

Clearly explaining recommendations to your P.I.C?

The recommendations cover potential fire hazards in your operation?

Provide professional service with courtesy?

Issuing survey report 30 days after the survey date?

Q2. Which service items below are most important to you?
Please select maximum 03 items.

Q3. Overall, how would you rate our service?

5
4
3
2
1

Q4. Are we measuring the right things? What do you feel we should be measuring?

Q5. How could we have served you better?

Q6. Would you introduce TMIV to other customers?

Please fill in the necessary information

contact us for more information

or call the Hotline 1900 8110

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