“In this category, there isn’t a wide gap between the leaders and the laggards, compared to other industry benchmarks in the SAcsi. In other sectors such as short-term insurance, medical insurance and retail banking, the difference in satisfaction is much more varied as customers deal with the services more frequently and would be more cognisant of poor customer service.,” says Consulta CEO, Professor Adré Schreuder.
“There is very little differentiation (at least not sustainable) in the type of life cover offered by each of the life insurers. The difference lies in the quality of customer experience and the level of engagement each brand provides,” concludes Schreuder.
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