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These companies provide the best customer service in South Africa

These companies provide the best customer service in South Africa

Market research company Ask Afrika has revealed the winners of its Orange Index for 2016/17 – which benchmarks service levels in South Africa across 32 industries.

The Ask Afrika Orange Index, first released in 2001, gathers views through 15,000 interviews across 33 industries and 228 companies, which are independently audited.

The aim is to create a snapshot for South African companies, establish and maintain best of breed practices, and ultimately boost the country as a service destination.

And according to Ask Afrika, consumers don’t differentiate much between service interactions – be it a brand, a public office or other layers of society.

“Customers don’t make industry specific differentiations,” said Sarina de Beer, MD at Ask Afrika.

“They compare best-in-class regardless of industry. That’s why we started this ranking, so it doesn’t just reflect service levels within a particular industry, but actually compares across sectors.”

“South Africans are very open to change. It’s a good thing, because it plays a part of being the rainbow nation and having gone through significant changes over the past years.

“But that change also implies – and you can see it with the latest elections – from a brand perspective we are equally open to change. If I am not getting what I want from a brand, I am more than happy to look around for something better,” said de Beer.

Read:  These car brands provide the best service in South Africa

According to De Beer, the quest for loyalty and client commitment is becoming increasingly more complicated, so there are more dimensions that entrench service excellence, such as reputation, trust and corporate social responsibility.

“Consumers have opened this up – they are expecting far more from businesses, but under the umbrella of service.”

Ask Afrika generates brand reports and workshops to offer guidance around the specifics of the Ask Afrika Orange Index, categorized over 10 different benchmarks.

Top 10 companies for customer service

# Industry Company
1 Automotive Companies Volkswagen
2 Food Retail Stores Woolworths Food
3 Automotive Companies Audi
4 Fast Food Outlets Roman’s Pizza
5 Food Retail Stores Pick n Pay
6 Private Hospitals Netcare
7 Short-term Insurance Companies OUTsurance
8 Automotive Companies Hyundai
9 Long-term Insurance Companies Momentum
10 Automotive Companies BMW
10 Private Hospitals Mediclinic

Top companies by industry

# Industry First Second Third
1 Automotive Companies Volkswagen Audi Hyundai
2 Food Retail Stores Woolworths Food Pick n Pay Checkers
3 Private Hospitals Netcare Mediclinic Life
4 Petrol Stations Caltex Engen Sasol
5 Fast Food Outlets Roman’s Pizza Debonairs Pizza KFC
Wimpy
6 Clothing Retail Markhams Truworths Miladys
7 Long-term Insurance Companies Momentum Sanlam Old Mutual
8 Casinos Boardwalk Gold Reef City Monte Casino
9 Banking Capitec Absa Nedbank
10 Home and Decor @Home Mr Price Home Sheet Street
11 Short-term Insurance Companies OUTsurance Miway Absa ST Insurance
12 Medical Aid Companies Discovery BestMed Bonitas
13 Telecommunications Vodacom Cell C Telkom Mobile
14 Furniture Shops Morkels Furniture City Russels
15 Internet Service Providers Cell C Internet Vodacom Internet Mweb
16 Vehicle Consumables Tiger Wheel & Tyre Supaquick Hi-Q
17 Entertainment eTV Dstv (Multichoice) SABC
18 Car Tracker Tracker Altech Netstar Matrix
19 Sport Retail Sportscene Total Sports Mr Price Sport
20 Electronics and White Goods HiFi Corp Incredible Connection Dion Wired
21 Building Retail Builder’s Warehouse Build It Builder’s Express
22 Hotels Protea Hotels Southern Sun City Lodge
23 Airlines British Airways Mango SAA

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BusinessTech's Staff Writer is directly plugged into the South African Internet backbone, and spits out press releases and other news as they receive it. They are believed to be cl...
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  • Mutsu-Emnei

    Caltex? I think not! The Caltex on Le Roux in Midrand is the worst!
    A few times I have arrived there and there are no cars on the pump and waited for more than 10 minutes before anyone bothers to attend to you. Then when the guy pitches up he be like “Ah yu soated?”
    Then their card machines need the guy to stand ona stoep and raise it as high as he can for it to connect!
    I’d rather BP. Guys are quick and friendly!

    • Sean Redmond

      Caltex Kingwilliamstown next to Pick & Pay, always great service and friendly service, a pleasure to go there.

  • Mikhael Rowe

    No Telkom?

  • Neeta Maharaj

    Discovery? Vodacom? – LOL!
    eTV provides a better customer service than DSTV – interesting!

    • john speck

      Who paying who????

  • Wurnman

    Worst service has to be Tygerberg Honda motorcycle division and VW Bellville right behind it.

    • Pienaartjie

      VW, I have NO idea how they got there! Must be a paid position!

  • Philman

    Woolworths at #2… Yeah right
    A while ago I found a ball bearing in a Woolworths salad. I emailed them a picture of the ball bearing and the product packaging showing the exact product, date and batch etc.
    A week later I get a reply asking for the product description. They then collected the ball bearing and that was the last I heard of them.

    1) For a problem of that nature they should have responded in 60 minutes, not a week.
    2) They should have read the email properly.
    3) At the very least offering to replace the product would have been a reasonable gesture.

    • bengine

      An iron rich diet is good for you – a salad rich in minerals.

      Probably some foreman on the company production line crawling around the factory floor looking for the thing so he can stop the salad buckets falling off the conveyor … you did a good thing returning it to him.

    • john speck

      Sanlam was found to have misled people with there RAs and paid them far under prediction figures and they get position 2
      what are these people getting to give these favourable reports.

  • The Damned

    Discovery and Outsurance at no1 LOLOLOL What brain fart stats are these?

  • Mohamed

    If research is done on worst customer service hats go off to Durban Municipality Revenue Dept – if one phones them the phone can ring upto 20 minutes before someone answers. Same goes to Alexander Forbes Insurance – when phone receptionist transfers call to another dept one can wait for very long listening to music before call answered.

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