Customer Satisfaction Cognitive Bias in CX Prof Adré SchreuderFounder, Shareholder & Chief Visionary Officer (CVO) This is the first article, in a series, that I am writing about the role of perception and more specifically cognitive bias in customer
Customer Satisfaction Sanlam Reality the best Insurance loyalty programme – The SA-csi 2018 Insurance Loyalty Programme Benchmark Sanlam Reality members were the most satisfied with their loyalty programme according to the 2018 SA-csi (South African Customer Satisfaction Index) for Insurance Loyalty Programmes Benchmark conducted by Consulta. The three largest loyalty
Customer Satisfaction Philani Dlamini takes the helm at Consulta Founder and long-standing chief executive, Professor Adré Schreuder, takes strategic advisory role. Consulta, has appointed Philani Dlamini as its new Chief Executive Officer (CEO) with effect 1 September 2018. An accomplished senior corporate
SAcsi High performing brands reap tangible business and investment returns through Customer Experience strategies – The National SA-csi Fast-food industry performs tops in Customer Experience while financial services companies make some progress. Companies that deliver great customer experience understand that keeping customers’ satisfied will take more than just selling products and
SAcsi New "top" Medical Aid 2018 The latest results for the South African Customer Satisfaction Index (the SA-csi) for medical schemes reveal that Medihelp has the most satisfied customers in a competitive, yet underwhelming industry. Here below are the
SAcsi Hippo, winning the hearts of South Africans through sound customer satisfaction – SAcsi 2017 Results Consulta is always at the forefront of uncovering the leaders in customer satisfaction through our independent measure the South African Customer Satisfaction Index (SAcsi). Hippo, a short-term insurance aggregator which is essentially distinctive
SAcsi Short-term insurers fight to win the hearts of customers - SAcsi The results are out folks! The latest South African Customer Satisfaction Index (SAcsi) for Short-Term Insurance companies in 2017, conducted by Consulta, revealed that although Santam remained in the leadership category, traditional insurers
Customer Satisfaction Giving Santam Long-term Customer Satisfaction on Short-Term Insurance Consulta has helped Santam to implement learnings across the organisation for over 7 years leading to consistent “Best Short-Term Insurer” status in SAcsi
Customer Satisfaction Understanding your customer’s level of satisfaction relies on a multi-dimensional view of the business. Customer Experience has become a trendy phrase and the next new thing, but it is essential to understand the deeper requirements to create a great customer experience.
2017 Apple leads the way in 2017 SAcsi for mobile handsets Huawei makes a strong push up the rankings The latest South African Customer Satisfaction Index (SAcsi) for Mobile Handsets, conducted by Consulta, indicates that local mobile handset users are most satisfied with Apple
2017 Most Medical Schemes fail to meet member expectations Most schemes’ satisfaction continues on a downward trend, with exception to Discovery and Medihelp The latest South African Customer Satisfaction Index (SAcsi) for Medical Schemes, conducted by Consulta, reports that South African medical
Customer Satisfaction Customer Centricity The right thing in business A previous Consulta blog post raised the question about the ‘right thing’ in business. This is often unspoken actions and behaviours that managers expect employees to exhibit. The
2017 Cape Town is the most trusted municipality in 2017 Citizen Satisfaction Index Satisfaction of Buffalo City residents remains below industry levels The latest South African Customer Satisfaction Index (SAcsi) for municipalities, conducted by Consulta, reports that City of Cape Town residents trust their municipality the
2016 Metropolitan tops life insurance customer satisfaction index in 2016 Discovery satisfaction drops below industry levels The latest South African Customer Satisfaction Index (SAcsi) for life insurance, conducted by Consulta, reports that South African life insurance customers are the most satisfied with Metropolitan’
2016 Woolworths tops 2016 Customer Satisfaction Index with most satisfied customers Supermarket loyalty tested in tough economic times The latest South African Customer Satisfaction Index (SAcsi) for Supermarkets, conducted by Consulta, reveals customers remain highly satisfied with the supermarkets they visit despite a decline
2016 Santam firmly leads short-term insurance customer satisfaction in 2016 The latest South African Customer Satisfaction Index (SAcsi) for Short-Term Insurers, conducted by Consulta, reports that South African short-term insurance customers are the most satisfied with Santam’s offerings. With an overall SAcsi
2016 Capitec has the most satisfied customers despite first decline in four years Customer satisfaction with Absa and Standard Bank are below industry par The latest South African Customer Satisfaction Index (SAcsi) for Retail Banks, conducted by independent company Consulta, indicates that South African banking customers
2016 South Africans Love their Fast Food Restaurants – 2016 SAcsi Index Debonairs Pizza has the most highly satisfied customers The South African Customer Satisfaction Index (SAcsi) for Fast Food Restaurants reveals that local customers are extremely satisfied with the fast food restaurants they visit
2016 Mobile Data Service Provider loyalty drops to three-year low - 2016 SAcsi index Results reveal one of the lowest SAcsi industry averages The latest South African Customer Satisfaction Index (SAcsi) for Mobile Data Service Providers reveals that South African consumers express low levels of loyalty to
Customer Satisfaction How To Keep Customers Happy Adré Schreuder, CEO of the business group Consulta and extraordinary professor in marketing research at the University of Pretoria co-wrote this article "How to keep customers happy" with Helena Wasserman for