South Africans have voted Metropolitan as their country’s top long-term insurer for service excellence in the Ask Afrika Orange Index. This year, the country’s broadest service benchmark measured 167 companies across 29 industries, with over 12,000 interviews conducted amongst randomly selected consumers.
“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,” says Metropolitan Retail CEO, Peter Tshiguvho. “Clearly, we must be doing something right, but we believe we still have room for improvement.”
According to Sarina de Beer, Director of Client Experience at Ask Afrika, insurance companies are reliant on technology for service delivery and are, therefore, losing the human touch. Customer satisfaction is waning as a result. For effective service, businesses need both technology and human interaction.
Tshiguvho agrees. “I believe 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,” he says. “By listening to and understanding our clients’ unique needs, our advisers can provide personalised financial advice and nurture long-lasting relationships.”