Metropolitan named customer service leader four years in a row

Peter Tshiguvho, CEO of Metropolitan

Metropolitan, has been named as a leading life insurance company for the fourth year in a row by South African Customer Satisfaction Index (SA-csi) in the Life Insurance survey for 2018.

Released this week, the survey indicates that one of South Africa’s longest standing and leading life insurance providers, Metropolitan was one of only two companies to improve on its overall customer satisfaction scores from the previous year. In the SA-csi Overall Index, Metropolitan was the highest-ranked financial services company operating outside the bancassurance industry. 

This achievement, the survey revealed - was notable with Metropolitan operating off a high base, which is challenging to improve upon.  Metropolitan scored an overall 81.1 in the comprehensive survey which examined several aspects of the industry. The survey noted that it was clear that the highest ranking performers have prioritised the customer service aspect of their business models. 

Other significant findings were that Metropolitan: 

• Recorded a low 6.8% incidence of customer complaints, well below the industry average of 8.2%. 

• Had the second-highest complaint handling score index of 56.7%. (According to the survey, any complaint handling score above 50% is considered to be world-class.) 

• Scored 81.6% in its rating of providing customer value, above the local industry average of 79.2%. 

• Was rated above-average on treating customers fairly. 

According to CEO of Metropolitan, Peter Tshiguvho, the company firmly believes in partnering with its clients to achieve their financial goals and results such as SA-csi showcases the value in this approach.  “We wholeheartedly believe that what matters to you, matters to us and as such, we offer personalised solutions and financial advice. We are particularly happy about the comment by Professor Adre Schreuder, SA-csi Founder and Chairperson that our ‘dedication to being an approachable company ready to hear and deal with customer complaints’ have borne fruit,” he says.

Metropolitan’s customer-centric approach to business not only focusses on meeting and exceeding clients’ expectations but also helps employees and its financial advisers truly appreciate and understand the need for personalisation in a changing landscape. Products and services need to evolve to suit different needs and different life stages. 

“The results of the latest SA-csi survey affirm our 120-year history of serving and empowering South African communities with accessible financial solutions through good times and, most importantly, through challenging times. I believe that it is this long-standing commitment to treating our clients with respect that has allowed us to remain at the top of the SA-csi rankings for several years,” he concludes.