OUTsurance has been named the winner for service excellence in the short-term insurance industry during the 2014/15 Ask Afrika Orange Index Awards.
The Ask Afrika Orange Index is the broadest and most widely referenced service excellence benchmark in South Africa, comparing service levels across 32 industries and ranking 151 brands in 2014. Over a period of almost two decades, Ask Afrika has grown to be the largest independent South African market research company with fieldwork capabilities in 95% of Sub-Saharan Africa.
Client service is essential to any company’s success but perhaps even more so in an industry where the product is largely perceived as a “grudge purchase”. OUTsurance has a strong client centric approach which is driven by all its employees throughout the business. Because of the willingness to bend over backwards for clients, OUTsurance is particularly delighted in the recognition they received through winning this award and being listed as one of the top 20 companies across all industries in South Africa.
The Ask Afrika Orange Index survey benchmarks:
- Customer effort: how much effort is transparent in service delivery?
- Net promoter score: reflects consumer loyalty and the likelihood of consumers recommending the brand to others
- Treating customers fairly: this applies to new legislation, such as ensuring the customer understands the terms and conditions of a contract
- First-call resolution: whether a problem is resolved with the first call
- Overall service
- Corporate reputation
- Trust
- Emotional experience: a barometer of what consumers felt
- Call centre satisfaction
- Corporate social responsibility: linked to perceptions of ethics
For more information about the Ask Afrika Orange Index click here.