IconAssociations and Institutes
IconBBBEE Consulting and Verification Agencies
IconConsumer Protection
IconCorporate Governance
IconCredit Bureaus
IconFinancial Planners
IconLife Insurance Companies
IconLife Insurance Products
IconOnline Quotes
IconPublic Loss Adjustors
IconRe-insurance Companies
IconRegulatory Authorities
IconSocial Grants (Government)
IconWellness Programs
Advertise Here
  Subscribe To »

Liberty seizes number one spot for customer service






JOHANNESBURG: Liberty has been recognised as the leading player within the financial services industry when it comes to Customer Services in the Long Term Insurance Category. This was announced by the Ask Afrika Orange Index, a South African customer satisfaction benchmark, established in 2001 which measures services within 32 industries and 155 companies.

Amanda Sebolai, Divisional Director of Customer Services at Liberty says: This award comes at the right time, as we are gearing towards our 2020 strategy. It is a true testament that we are making every effort to effectively meet our customers' needs. Our goal is simply to meet our customers needs with empathy and fairness.

We believe that we achieved this with our staff and intermediaries whose hearts, minds and souls are dedicated to making financial freedom possible for our customers. They do this with their knowledge and by rolling up their sleeves, daily, she added.

According to the Ask Afrika Orange Index, there has been a steady increase in the proportion of consumers that perceived the service they received as exceptional. In 2014, over 50% of consumers rated their service as exceptional compared to just under a quarter in 2001. Companies achieved this by performing well on what is important and building more integrated and consistent experience.

The organisation measures transactional performance, overall service, effort, treat customers fairly, first call resolution, emotional satisfaction, trust, and corporate social responsibility. It also measures emotional responses and not only rational experience, as emotions are typically more accurate and less packaged, and these responses correlate better with word-of-mouth, or a typical call to action. Loyalty is measured through the Net Promoter Score (NPS). Also included this year is a Call Centre Index benchmark that provides extensive information about call centres and measures channel performance.

More still needs to be done; standards need to be kept in order for us to stay on the number one spot. It is never an easy task, however, it works when you have plans and staff who are willing to go the extra mile for our customers, concluded Sebolai.

Source: FleishmanHillard
« Back to previous page Print this page » |

Breaking News »

FSB fines Smart Life R150 000 for Long-term Insurance Act Contravention

The Registrar of Long-term Insurance (the Registrar) referred a case against The Smart Life Insurance Company Limited (Smart Life) to the Enforcement Committee of the Financial Services Board. During ...
Read More »


Insights into the odiousness of Obsessive-Compulsive Disorder

      Elise Burns-Hoffman Disability, Incapacity and Claims Consultant / Personal Business Coach       The ill-understood condition of an obsessive-compulsive ...
Read More »


What happens when you pass way without a Will?

Johannesburg: When a person passes on without a Will, they forfeit the privilege of deciding what should happen to their estate and the estate gets allocated in terms of pre-determined legislated guidelines, known ...
Read More »


Questions to ask when taking out a funeral policy

            Lee Bromfield, CEO of FNB Life                     The last ...
Read More »


More News »


Healthcare »


Investment »


Retirement »


Short-term »

Advertise Here
Advertise Here

From The Glossary »


Adjustment Premium:

The premium determined after expiration of the policy based on the declaration of details such as wages, stock values, etc, or the losses experienced under the policy.
More Definitions »

By using this website you agree to the Terms of Use.
Copyright © Stoker Risk & ICT (Pty) Ltd 2004 - 2017.
All Rights Reserved.





Contact IG


Media Pack


RSS Feeds