On Tuesday 01 November 2016, Momentum’s Client and Intermediary Interaction (CII) team won the Ask Afrika Orange Index Award for best customer service in South Africa, in the Long-term Insurance Industry category. To top this, Momentum was also placed 9th overall for best customer service in South Africa.
The Ask Afrika Orange Index Awards is considered the industry standard in customer service surveys and benchmark indicators in South Africa. In the overall category, 135 companies were surveyed so being placed 9th was a significant milestone for Momentum, especially as the company was the only long-term insurer in the top 10.
Nolan John Head of Client and Intermediary Interaction at Momentum says, “These awards are an indication that we are moving in the right direction. During this year we focused on getting the fundamentals right with our ‘Master the Basics’ programme and by engaging and empowering teams within CII. We are honoured that our hard work and focus on client-centricity has paid off.”
The Ask Africa Orange Index Survey is a national customer service excellence benchmark. Established in 2001, the index is independent and comprises of an extensive sample of up to 33,000 interviews with annually updated questionnaires to reflect consumer and service trends. The index looks at 33 industries covering more than 135 companies; hence they are able to identify top performers in service excellence and within specific sectors. The 2016 results were independently audited by pre-eminent statistician Dr Ariane Nettling and the auditors of BDO.
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