Great Communities
Online communities for Great Eastern policyholders and agents
INTRODUCTION
Great Voices
Customer online community
Launched in April 2018, Great Voices is our dedicated online customer community with more than 1,000 members to date. Great Voices is part of our commitment to delivering the best to our customers and to continually improve our business to make life GREATER for our customers.
We want to build long term relationships with our customers, and it starts with hearing from our customers, and giving them a voice in what we do.
Project duration
2018.4 - Current
Great Conversations
Agent online community
Great Conversations was launched in March 2018, with the aim of getting our agents in one platform where they can give feedback and share their views.
At Great Eastern, we acknowledge the importance of partnership with our agents and their valuable contribution to our business. As we continuously look to improve our products and services, we want to leverage our agents’ knowledge and insights of the customers.
With more than 200 members currently, we hope to grow the community base and keep the conversation between Great Eastern and the agents going.
Members
Great Voices: 1000+
Great Conversations: 3000+
ACHIEVEMENTS
Great Voices
1,048
Community members
32
Surveys
28%
Response rate
My contribution
Community Management | User Research | User Interviews | Survey Shareback
Onboarded VisionCritical (Alida) platform, recruited 1200+ members of the 2 communities
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Set up the Standard Operation Procedure (SOP) for all employees in Great Eastern, so that all staff could utilise the platform and conduct research for their projects.
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Conducted 30+ quantitative and qualitative customer research.
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Recruited and interviewed 50+ interviewees for varies projects.
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Provided insights for internal stakeholders post-survey.
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Shareback to the communities by acknowledging the members' effort and showing them how their input impacted our decision-making.
RECRUITMENT
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Collaboration with VisionCritical team and Great Eastern internal marketing team
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Crafted the onboarding surveys
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Designed the recruitment EDM
STANDARD OPERATION PROCEDURE
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Set the community guideline for all potential internal users, to maintain a good health of the communities and control the quality of the content.
SURVEY DESIGN AND ANALYSIS
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Conducted 30+ quantitative and qualitative customer research.
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Recruited and interviewed 50+ interviewees for varies projects.
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Provided insights for internal stakeholders post-survey.
SHAREBACK
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Shareback to the communities by acknowledging the members' effort and showing them how their input impacted our decision-making.
PROJECT MANAGEMENT
