/ Customer Satisfaction

Giving Santam Long-term Customer Satisfaction on Short-Term Insurance

Results

REAL TRANSFORMATION
Consulta’s ability to show every step in the journey from the customer’s point of view, led to transformation across the organisation.

MEANINGFUL INSIGHTS
Consulta was able to show deeply-held and meaningful customer requirements, allowing Santam to address the real needs of its customers.

ONGOING BUSINESS SUPPORT
Consistent project management over an extended period has helped to transform Santam’s Short- Term Insurance, creating a truly exceptional customer experience.

BETTER RESULTS FOR BETTER CUSTOMER SATISFACTION
Voted “Best Short-Term Insurance Provider” on SAcsi for the past 3 years, Consulta’s ability to transform Santam’s customer experience has yielded exceptional results.

It is not enough to understand the current state of customer satisfaction when you are dealing with a complex, multi-facetted customer interface such as that of a massive short-term industry player like Santam. It is also essential to understand how to better this state. Santam agreed, and having approached Consulta to help improve its short-term insurance CX, also wanted to know how to implement improvements.

Consulta’s first step in meeting Santam’s goals was to understand all the touch points that brokers and customers use when they interact with Santam. Mapping out these contact points and relevant moments allowed Consulta to develop an overview of the full customer and stakeholder journey and experience. This was followed by the development and implementation of a comprehensive and consistent measurement framework, ensuring that no aspect of customer’s experience with Santam STI would fall through the cracks.

The study revealed that irrespective of the channel used by customers and brokers, or of the reasons for interacting with the company, their requirements from the company were quite basic:

  • Be clear and precise in what you are going to do,
  • Stick to the timelines you provide, and
  • Keep me up to date on the next steps.

Consulta helped Santam to identify the behaviours that would drive best practice experiences, and reinforce these behaviours in the mind of the customer-facing personnel through a comprehensive plan to implement and monitor behaviour across all contact points.

Working on a continuous basis with Consulta over the past 7 years, Santam has transformed its Short-Term Insurance customer experience. More importantly, Santam personnel have taken ownership of the experience, leading to Santam being rated as Best Short-Term Insurance Provider in the South African Customer Satisfaction Index (SAcsi) for the last three years running.

Benefits

INCREASED PERFORMANCE THROUGH UNDERSTANDING

Deep insights into each point of interaction helped Santam to better meet the needs of its customers.

TRUSTWORTHY ACTIONABLE INSIGHTS

Benchmarking with SAcsi gave clear actionable understanding of where journey needed to be adapted.

FULL PROCESS PROJECT MANAGEMENT

For the duration of the project, Santam had the support of a dedicated Consulta Project Team to provide expertise, insight and actionable plans for change.

MEANINGFUL BUSINESS TRANSFORMATION

Santam was able to adjust its business and focus its efforts on the actions clients really wanted and needed.