Customer Satisfaction about Customer Service, Reviews at Bao Viet Life Enterprise

Life insurance is a business in the service sector with many characteristics different from other businesses. Currently, insurers are facing a serious problem in that customers terminate and cancel policies ahead of time. This problem causes insurance businesses to lose market share and reduce revenue. The objective of our research is to systematize the theoretical basis of customer service quality. Evaluate customer satisfaction with the quality of customer care services of BaoViet Life Corporation, identify the shortcomings and causes. By appropriate research methods are literature research, interviews and analysis. We realized that the group of clients interviewed was not really satisfied with the quality of service they were receiving. In particular, many customers also feel very bad when using the service at the business. The reason pointed out is that sales staff do not follow, maintain and care for and support customers. The quality of after-sales programs and relations with customers are not guaranteed. Staff qualifications are still limited, and not suitable for job requirements. Sales staff do not follow the correct exploitation process, and arbitrarily perform many activities such as declaring for customers or omitting information, not advising customers accurately.