JOHANNESBURG, 3 November 2022 – The Ask Afrika Orange Index 2022® released today revealed customers rate Discovery Bank as the bank with the best client experience in South Africa, and Discovery Life as the leader in service in the long-term Insurance category.
Hylton Kallner, CEO of Discovery Bank, said, ”We are extremely proud of, and grateful for, this recognition from our customers. We always set ambitious goals for ourselves, and, in early 2021, we set the aim of being the best bank in South Africa. As a business, we naturally do market comparisons of services and products. But, to truly know if we are making strides toward our ambition, lies firmly with the customers we serve and the interactions we have with them.”
The Ask Afrika Orange Index is the broadest, independent, and most widely referenced service excellence benchmark in the country and Discovery Bank was given top marks across multiple fronts, including satisfaction, problem solving and the highest rated call centre experience.
“To receive this recognition is a remarkable achievement for our employees and an immense honour for us at Discovery Bank. Knowing that a large proportion of clients feel “delighted” after interacting with us, simply strengthens our resolve to continue the work we are doing to be an all-round best bank – to take our customers to a future of banking that gives them the finest experience and services.”
Discovery Bank recorded a significant jump in ratings this year, moving from fourth position in 2021 to first place in the banking sector. The measures that resonate most with customers are the exceptional banking services, personalised features, exclusive benefits, rewards, and 24/7 availability anywhere in the world on the Discovery Bank app.
Sharing the achievement of being named the best for customer experience, but in the long-term insurance category, is Discovery Life.
“It is incredibly rewarding to have our customers experience a value that’s core to Discovery and our business – that being an unwavering focus on our customers. It shows that we are differentiating ourselves through our interactions with our customers. We are proud that our efforts resonate well with the people we serve. This is a shared acknowledgement across our sales force, financial adviser, and client servicing teams who all make a difference in the lives and experiences of our clients,” says, Riaan van Reenen, Discovery Life CEO.
The Ask Afrika Orange Index was founded in 2001. Its purpose is to gain a deep understanding into South Africans’ service-experience expectations. The Orange Index measures customer satisfaction, emotional satisfaction, and loyalty to recognise those companies that show exceptional performance across experience metrics such as servicing and problem resolution. This year, a total of 30 813 interviews were completed across 27 industries.
Most recently, Discovery Bank was selected by Fortune Magazine for their 2022 Change the World list and was also recognised by MyBroadband as the online banking platform with the most positive app store reviews in South Africa.
Visit www.askafrika.co.za to download the full 2022/2023 Ask Afrika Orange Index