The Ask Afrika Orange Index measures service within and across 32 industries, using 10 of the most relevant service benchmarks, and ranks 165 companies.
“Consumers are more sophisticated and have higher service expectations,” explains Ask Afrika. “This, in conjunction with more choice and service channels, elevated access to information and less customer loyalty, not only shapes what consumers know and expect from brands but also how they engage with brands.”
Read more: Mind the gap
Gerhard Van Emmenis, principal officer of Bonitas, says, “as a South African brand that has been around for over 35 years we conduct regular interactions and surveys with members and financial advisors. Through this, we gauge customer satisfaction in order to improve on the delivery of services.”
“The increase in satisfaction can be directly attributed to claims being dealt with quickly and efficiently as well as clear, simple, easily understandable communication,” he says.
The Fund’s call centre was recently upgraded and additional staff training rolled out to ensure that member queries are dealt with quickly. Earlier this year, Bonitas enhanced its website and digital platforms to offer members and brokers more support.