By Andre Larisma, 11 July 2018
After 1,400 members from Discovery Vitality, Momentum Multiply and Sanlam Reality were randomly surveyed based on the South African Customer Satisfaction Index (SAcsi) model, Sanlam Reality emerged highest for overall customer satisfaction and value for money.
Customers were also more willing to recommend the programme to friends and family than competing programmes in the field.
Sanlam Reality is a loyalty programme available to clients of Sanlam, Santam, Glacier, Bonitas, Fedhealth and other closed medical schemes.
According to Andre Larisma,
Sanlam Reality’s CEO, the industry needs loyalty programmes that have more inclusive offers that deliver value to all members, not just to top tier clients. “The SAcsi results bear out this conviction. We’re very pleased with this positive feedback from our members and we’re committed to build on this high level of customer satisfaction.”
Sanlam Reality rewards you for taking care of your money through educational tools and incentives, including discounts on everything from wealth products and travel services like flights and hotels to gyms, movie tickets, Uber, music streaming, grocery shopping and more. Plus, members can enjoy free personal services like tax assistance, dial-a-teacher and a personal assistant so they always have expert support at their fingertips.
Responding to how the program differentiates itself, Larisma says: “We do offer several one-of-a-kind benefits, but what really distinguishes Sanlam Reality is how we deliver benefits to members. Many people find that their loyalty programmes don’t perform the way they expect them to. They try to access a headline offer and are often confronted with unexpected terms and conditions, or a complicated process that they need to negotiate. At Sanlam Reality, we consistently aim to design for simplicity and transparency.”
SAcsi is an independent national benchmark of customer satisfaction with international comparability. Adré Schreuder, CEO of Consulta and founder of SAcsi, states “The SAcsi Index score is based on brands exceeding or falling short of customer expectations and assessing how well a brand is measured against respondents’ perception of the ideal customer experience. The Index uses three foundations (Customer Expectations, Perceived Quality and Perceived Value) as input into the causal model to estimate the final SAcsi score.”
He explains that they use customer interviews as input to a multi-equation econometric model developed by the American Customer Satisfaction Index (ACSI) at the University of Michigan's Ross School of Business.