Momentum Health scoring high on member satisfaction

Michael Temlett, Head of Momentum Service and Operations.

The South African Customer Satisfaction index (SAcsi) recently afforded Momentum Health a higher than industry score of 75.6, denoting its members’ overall satisfaction with Momentum Health and its ability to meet its members’ expectations.

SAcsi Industry comparison graph:

According to the Consulta group who managed this survey: “Momentum [Health] is performing exceptionally well in championing customer experience and with the customisation of products and services”

SAcsi represents an independent national benchmark for customer satisfaction with regards to the quality of products and services available to household consumers in South Africa. Since inception SAcsi has collected data from more than 150 000 consumers, it therefore is well positioned to assess satisfaction levels of South Africans across a multitude of industries and companies.

“We are proud of SAcsi’s rating of Momentum Health as its echoes the positive feedback that we receive from our members on a daily basis”, says Mr Michael Temlett, Head of Momentum Service and Operations.

“The survey indicates an increase in customer-expectation and we need to exceed these expectations. Exceptional client service is an integral part of our business strategy. We continuously strive to incorporate more and improve service interventions that help support overall member-experience.”

Temlett explains: “We are constantly learning and improving. We take all feedback of member experiences to heart and use the information as an opportunity to do better through our service recovery processes. We have invested heavily in mechanisms to proactively identify service shortfalls, intervene and contact our clients with feedback following any initial negative experience. Doing this promptly can often transform a poor service experience into an excellent one – significantly improving how clients feel about and perceive our brand”.

This positive brand sentiment is supported by the SAcsi feedback in depicting Momentum Health as the best surveyed medical aid in terms of its ability to handle member-complaints. Coupled with that, the survey insights reveal a very positive reduction in the number of complaints received. Momentum also fared well with overall improved, perceived value on the 2015 index.

The survey also included a net promoter score (NPS), derived from a question where clients were asked to indicate how likely they would be to recommend the Momentum Health to family, friends or colleagues. With a score that exceeds the industry benchmark by close to 13%, Momentum Health is seen as a value-for-money medical aid, which healthcare consumers are keen to recommend to others.

Interestingly on an international comparison, (USA and Singapore) South Africa’s top medical schemes, including Momentum Health, outperformed their overseas counterparts in the medical insurance industry, a strong indication of world-class delivery in this sector. The survey evaluated claims, payments, pricing and response times.