Society is more and more consumer centric and excellence in service delivery is central to retaining and expanding a brand's customer base. Fairness is paramount to building consumer confidence and in this year's survey, "treating customers fairly" has been added to the service elements that determine whether service is perceived as good or bad, which also include, "first call resolution", "propensity to recommend or promote," and "customer effort". This fairness attribute is particularly important for building customer confidence in a product or service offering.
This research will give brand owners guidance on how to make each customer feel like a VIP.
The methodology workshops provide insight into how the research was done and why this kind of in-depth survey is essential to brand owners. The methodology workshops include the background to and an outline of the research, unpacking the research methodology and an explanation of new additions to the survey this year.
A call centre benchmark has been added to the 2014 Ask Afrika Orange Index and will provide invaluable service insights concerning this touch point. Excellent service delivery needs to be consistent through all the various touch points, face-to-face, telephonic, and email. Getting independent feedback on how each of these touch points is functioning in a business can make a huge impact on its reputation and on the bottom line.
The index offers direct relevance to business performance and therefore these research insights translate into commercial value for companies. There is also the index's trending value, with 13 years of data across nearly two dozen industries. This includes representative companies and the government sector. Only half of the available information is published annually, the deeper insights are available to subscriber companies.
The index has diagnostic value, providing a multi-disciplinary analysis of service within a business environment, thereby giving great depth of understanding in the South African consumer landscape. This enables interested companies in various industries to connect with their clients.
To register for the workshops, call Sandy Drew on +27 (0) 12 428 7400 or email az.oc.akirfaksa@werD.ydnaS.
The Ask Afrika Orange Index conference will be held on the morning of 14 November 2014 at GIBS, highlighting this year's companies with the highest standards in service delivery.
