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 customer’s 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.
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