FWD General Insurance tops CX index in Hong Kong

The insurer first claimed the top spot in Forrester's 2019 rankings.

FWD General Insurance has topped the Customer Experience Index (CX Index) for two consecutive years in the latest 2020 ranking conducted by Forrester Consulting. 

The study focused on the quality of customer experience among brands in Hong Kong's general insurance market.

The ranking survey was completed by collecting responses from more than 1,400 customers on insurance brands, which were then evaluated by a third-party panel. Customers were asked to rate the brands according to various key customer experience drivers such as customer service, financial consultants, procedure, communication, digital channel, product, "respects me as a customer", and COVID-19 response.

 "It's incredibly rewarding for our relentless focus on customer experience to be acknowledged by Forrester, and ultimately by customers. We're committed to delivering a best-in-class customer experience to make sure our customers are covered, especially during these challenging times,” Laurence Luk, director of sales and marketing at FWD General Insurance said.