Image
Icon

Directory

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

Liberty seizes number one spot for customer service

Published

2014

Tue

25

Nov

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 »

GDPR is upon us: are you ready for what comes next?

By Jeewon Kim Serrato (US), Steven Hadwin (UK) and Marcus Evans (UK)  Norton Rose Fulbright   The wait is finally over—this Friday the European Union General Data Protection ...
Read More »

  

Credit life insurance: what it covers, why you need it and what you should be paying

Despite the fact that credit life insurance provides invaluable protection to the policy holder in the event of them not being able to service their loan repayments due to death, disability or retrenchment, most ...
Read More »

  

Affordable medical cover for everyone

With the introduction of new regulations in April 2017, the health insurance landscape significantly broadened South Africans’ access to medical cover. Historically, health insurance providers could ...
Read More »

  

Salary protection and credit life insurance: vital needs when families face unexpected challenges

Nothing in life is guaranteed; personal circumstances, especially health, can change in seconds. The question that most people should, therefore be asking themselves is: “If I couldn’t work tomorrow, ...
Read More »

 

More News »

Image

Healthcare »

Image

Investment »

Image

Retirement »

Image

Short-term »

Advertise Here
Image
Advertise Here

From The Glossary »

Icon

Fixed-deposit Account:

A bank account into which money is deposited for a fixed period at a fixed rate of interest. The notice period for a fixed-deposit account is longer than for a call account.
More Definitions »

 
 
By using this website you agree to the Terms of Use.
Copyright © Stoker Risk & ICT (Pty) Ltd 2004 - 2018.
All Rights Reserved.
Icon

Advertise

  Icon

eZine

  Icon

Contact IG

Icon

Media Pack

  Icon

RSS Feeds