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Metropolitan’s Service Excellence Shines in the Ask Afrika Orange Index

12 October 2018 Metropolitan

South Africans have voted Metropolitan as the top company in the long-term insurance industry for service excellence in the Ask Afrika Orange Index. The Index is the country’s broadest service benchmark and, with an 18-year history, is a reliable yardstick for service measurement in South Africa.

This year, 167 companies were measured across 29 industries, with over 12,000 interviews conducted amongst randomly selected South African consumers.


Metropolitan Retail CEO, Peter Tshiguvho, says, “We are incredibly proud of this accolade, which follows hot on the heels of us receiving the highest rating in the South African Customer Satisfaction Index for life insurance companies - for the third year in a row. Clearly, we must be doing something right, but we believe we still have room for improvement.”


At the recently held awards event, it was noted by Sarina de Beer, Director of Client Experience at Ask Afrika, that companies are heavily reliant on technology for service and are losing the human touch, with customer happiness beginning to wane as a result. For effective service, and to cut through the clutter, businesses need both.


“I believe that this is why we achieved the highest service score within our industry category. For over 100 years, we’ve been by our clients’ sides, helping them plan for and achieve their financial life goals. By listening to and understanding our clients’ unique needs, our advisers are able to provide personalised financial advice and nurture long lasting relationships.” adds Tshiguvho


To compliment exceptional service, our digital system ensures straight-through processing so that our clients’ claims are managed quickly, efficiently and paperlessly with 98% of claims paid out on the same day. “Because what matters to our clients, matters to us and outstanding service matters to us all.” he concludes.

Quick Polls

QUESTION

Financial behaviour experts suggest that today’s risk modelling methodologies ignore your client’s emotional ability / behavioural capacity. What are your thoughts on spicing up risk profiling tools to make allowance for your client’s financial behaviours

ANSWER

[a] Bring it on; my client’s make too many irrational financial decisions
[b] Existing risk profiling tools are adequate
[c] Risk profiling tools should be based on the model / rational client
[d] The perfect risk profiling tool is science fiction
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