Press release -
Discovery Bank and Discovery Life take top spots for customer experience in the 2022 Ask Afrika Orange Index®
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 ®
About Discovery Bank
Discovery Bank is revolutionising banking, combining innovative technology and leading digital capabilities with the Discovery Group’s understanding of risk and behaviour change to create a new category of banking centred on shared value. This unique approach is driven by Vitality Money, which measures how well clients manage their money – the better they do, the higher their Vitality Money status and the greater the value they receive, all through a shared-value stack of unprecedented and personalised rewards. Among these is Discovery Miles, a powerful rewards currency more valuable than cash, offering clients discounts when spent within our vast network of online and retail partners. Furthermore, Discovery Bank’s differentiated digital banking platform delivers a streamlined end-to-end customer journey, offering seamless and quick onboarding and immediate transaction capability, account management features like SmartVault and SmartSearch; 24/7/365 assistance with Live Assist; our integrated Shared-Value rewards stack; and state-of-the-art security features.
Discovery Limited is a South African-founded financial services organisation that operates in the healthcare, life assurance, short-term insurance, banking, savings and investment and wellness markets. Since inception in 1992, Discovery has been guided by a clear core purpose – to make people healthier and to enhance and protect their lives. This has manifested in its globally recognised Vitality Shared-Value insurance model, active in 40 markets, impacting million lives. The model is exported and scaled through the Global Vitality Network, an alliance of some of the largest insurers across key markets including AIA (Asia), Ping An (China), Generali (Europe), Sumitomo (Japan), John Hancock (US), Manulife (Canada) and Vitality Life & Health (UK, wholly owned). Discovery trades on the Johannesburg Securities Exchange as DSY.
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