The Establishment And Application Of Complaint Evaluation Index System Of Life Insurance Company

As a special commodity,life insurance consumes time and guarantees risks.The occurrence of risks is random.During the whole insurance period,customers pay more attention to the services and attitudes of insurance companies when they deal with various insurance businesses.It is the recognition and understanding of insurance companies'products and the face-to-face treatment.The process and service of the insurance company in business is the service experience of the insurance company's brand image and related facilities.The customer's awareness of self-protection is becoming stronger and stronger,and there are more and more complaints,which means the customer's dissatisfaction.How to improve customer satisfaction,reduce customer dissatisfaction and reduce customer complaints has become an urgent task for life insurance companies to solveBy combining theory with practice,this paper systematically studies the evaluation index system of customer complaints in life insurance companies.By sorting out the complaint data,it combs out the problems that easily cause customer complaints,and reduces the number of customer complaints in the later stage through risk management in various aspects in the early stage.Firstly,on the basis of literature review,this paper elaborates relevant complaint indicators and customer dissatisfaction research methods;secondly,combining complaint statistics,it analyses the current situation of life insurance customer complaints,mainly including the general process and methods of dealing with customer complaints,as well as the analysis of typical complaints;thirdly,on the basis of sorting out complaint data.On the basis of this,we select the indicators of the evaluation index system of life insurance customer complaints,including product and service,service process and quality,agent performance,brand image and facilities,so as to construct the evaluation index system of life insurance customer complaints.Finally,we select A company complaints as the framework of the index system.The data is taken as the research object,and the complaint data of A company are evaluated comprehensively from the aspects of products and services,service flow and quality,agent performance,brand image and facilities.The comprehensive evaluation model is established by using the improved analytic hierarchy process and fuzzy evaluation method,which can be used to evaluate other life insurance companies'customer complaints.It provides a reference sample and realizes the application from theory to practice.At the same time,it is pointed out that the index system should be adjusted according to the actual situation and characteristics of the specific company when the complaint project is operated.There are many qualitative indicators in the customer complaint evaluation of life insurance companies.Using the improved analytic hierarchy process and fuzzy evaluation method to establish a comprehensive evaluation model can quantify the qualitative indicators and avoid subjectivity.It has better applicability in the customer complaint evaluation of life insurance companies and has certain practical significance.