Study On Construction Of Net Promoter System For Chinese Insurance Industy

After ten years of rapid development, the scale of Chinese insurance premium has been close to 2 trillion and 500 billion. However, in recent years due to the impact of external causes of the deterioration of the external financial environment, macroeconomic slowdown, the capital market sluggish and internal causes of increasing main competition, increasing competition in the industry, lack of product innovation, Chinese insurance industry began to slow down. Although since 2011 under the support of policy, growth rate of premium began to rise, internal and external causes of the slowdown was not eliminated, it is possible to slow down again in the next few years. In order to better cope with the market changes and obtain sustained and stable growth, the insurance company of P decided to take improve customer loyalty into the level of the company’s strategy, and took the lead in introducing the Net Promoter System as its important tool of its ongoing improve of customer loyalty.The purpose of this paper is how to build an effective management system of customer loyalty for Chinese insurance companies. By combining with the current development of Chinese insurance industry and company of P as well as the advantage of Net Promoter Score, the author thinks that it is necessary to introduce the Net Promoter System. First of all, this paper introduces the related theory of Net Promoter System, and analyzes the necessity and feasibility of introducing the Net Promoter System for Chinese insurance companies in order to allow readers to have a more complete understanding of the Net Promoter Score; secondly, taking the construction Net Promoter System of P company as an example, this paper analyses each important part of the whole system and the construction elements and building steps of Net Promoter Monitoring System; finally, this paper uses a detail example to expatiate the definition, construction method of the Net Promoter Monitoring System, and brings forward the deficiencies of the system and suggestions for improvement.Through the research, this paper provides an important reference for Chinese insurance companies to build a customer loyalty system which can continuously improve the service quality.