M-PS Manulife Promoter System Qorus-NTT DATA Innovation in Insurance Awards 2025

M-PS is not just another feedback tool—it’s a transformative leap for Manulife Vietnam, inspired by a cross-functional collaboration across IT, Operations (Claims, Hotline, Counter, New Business, Policy Change, Customer Website/App Services, Customer Relationship), Distributions (Agency Operations, PD Operations), Risk and Compliance, Legal, Procurement, Finance, Project Management Office, and Marketing. Our objective is to revolutionize customer insights by delivering reliable, real-time transactional Net Promoter Score (tNPS) data for Manulife Vietnam’s customers, directly tied to their KPIs, while laying the groundwork for a multi-signal Customer Analytics Record (CAR) dashboard under Manulife’s global customer experience plan. The results are compelling: Within one month of launch, M-PS collected over 6,400 surveys—ten times more than the previous method—with a 5% response rate, 2.5 times higher than similar approaches. Now, 70% of Operations staff engage daily with customer comments, setting a new milestone by responding to every negative comment within 48 hours, compared to no proactive outreach before. With Phase 1 complete, our 2025 vision is to enhance stability and expand capabilities, positioning M-PS as a scalable model for insurers worldwide. Its originality lies in cross-departmental ingenuity, its impact in driving a customer-first revolution—boosting tNPS and loyalty—and its universality as a blueprint for the industry.