Cell C is proud to have been awarded the Overall Telecommunications Industry Award in the 2018/2019 Ask Afrika Orange Index®, a survey which measures service excellence across South African companies.
The accolade comes as a result of the company’s customer-first values and strategy that are driven daily by the dedicated staff at Cell C.
Celebrating its 17th year of excellence, the 2018/2019 Ask Afrika Orange Index measured 168 companies across 31 industries. This broad service benchmark tracks and ranks service and loyalty drivers based on robust, nationally representative sample sizes.
Cell C’s Chief Customer Experience Officer, Michelle Beetar says the company is immensely proud of the award, as it demonstrates the commitment and professionalism of Cell C’s employees. “Customer service is a critical driver of success in the telecommunications industry so coming out on top – against so many strong businesses – is something we are delighted with.”
Over the past several years, Cell C has focussed on improving its network, innovation and refining the various journeys within its Customer Lifecycle. It has also successfully ensured that the right leaders are in place to champion quality service. “The award is a strong indicator of the success of this strategy.
“I’d like to extend our heartfelt thanks to everyone on the Cell C team for the enduringly high levels of professionalism they demonstrate on a daily basis and for always putting the customer first. We also thank all our customers who recommended us,” says Beetar.
Sarina de Beer, Client Experience Director at Ask Afrika says,
“Service expectations have changed and the list has expanded over time. Consumers are now more sophisticated and experienced. They don’t give companies much credit for hygiene factors such as courtesy and transactional efficiency. Customers buy into the brand psyche, and expect the service experience to be personalised and authentic. Consumer choice is increasing and loyalty levels are decreasing. There are more and more service channels, and consumers now have greater access to information and convenience. Consumers judge performance and their relationship with brands is evolving. Emotional satisfaction remains at the core of this relationship. Cell C has won the Telecommunications industry category and secured third place in the Internet Service Providers industry category at the Ask Afrika Orange Index because they understand their customers, how to meet their expectations and how provide them with a positive emotional experience.”
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