Search:  
Western Cape Business News


911
VIEWS

Send  Share  Twitter
Company News

Customers show their support for MiWay

 
Insurance maverick MiWay is living up to its promise of excellent service, according to feedback from customers.

MiWay tops the insurance league table in every category on independent consumer website HelloPeter.com. Not only does it have the highest number of compliments in the industry, it also has the best conversion rate from complaint to compliment and is the only company to have more compliments than complaints.

"We understand that insurance is a grudge purchase," says MiWay CEO René Otto. "That is why we think it's absolutely critical to provide brilliant customer service. If you have to phone your insurance company, it's already a bad day: we want to make it better, not worse!"

Customers posting directly to MiWay's public comment forum at http://www.miway.co.za/compliments-and-complaints are especially happy with MiWay's well-trained and helpful consultants. "They call back when they say they will," says a comment from client Nokuthula on July 1st. "They deliver every time without fail. The consultants are professional, yet not robotic in their call handling, I am just so happy to be a client."

"Comments like that make our day," says Otto. "But even the negative comments are welcome. We sometimes get things wrong - nobody is perfect - but at least when people are expressing their unhappiness directly to us, instead of just to their friends, we have a chance to fix the problem."

By taking its customer conversations public, MiWay has ensured that problems are quickly identified and solved. The company is committed to offering the best turnaround times in the industry, with a focus on problem-solving rather than finger-pointing.

There are other advantages to transparency too. Because the company has put its reputation on the line, members of the public who post on miway.co.za can expect quick, helpful responses. More than that, they can expect to be genuinely listened to - an increasingly rare experience.

With the entire team committed to accepting public scrutiny and public engagement, MiWay is uniquely accountable for its actions and the way it deals with its customers, suppliers and other stakeholders. This accountability not only keeps everyone in the organisation on their toes, it also creates valuable opportunities. MiWay uses customer comments on its website to identify areas where it can improve its service, its communication or its product offerings. "People said we were foolish to allow negative comments on our own website," adds Otto. "But we are truly committed to having a transparent, open relationship with our customers. We know it's not the usual way of doing business in the insurance industry, but the fact that we get so many comments on our website every day shows that people are hungry for real contact."

Otto says MiWay is pleased that the happy customers posting to its own website are equally active on HelloPeter.com. "HelloPeter is a very well-regarded independent forum," he says. "It's a great way to get an idea of what customers really think about a brand - they tell it like it is out there. It's a traditional marketer's worst nightmare, so we're thrilled that people are responding to our transparency in such a positive way ."
Ends.

About MiWay

MiWay Insurance Ltd. is an authorised financial services company that offers a full range of financial services direct to the consumer. MiWay's initial offering includes short-term insurance, motor warranty and credit life but there are long term plans to extend this offering to a complete array of services all under one convenient umbrella.

www.miway.co.za


Date Posted: 2010-08-06
Posted By: MiWay Insurance Limited
Listed under these Business Listing Categories: Financial services,

More Company News

 
 
 
calvert-gasMerchant Commercial Finance  (Pty) LtdAfriwire and Steel (Pty) LtdBusiness Profilesanalytical-instruments-western-cape
 
   
 
 
 
  Accomodation
Accommodation


Online Foreign Exchange
Foreign Exchange


Directory
Directory


Fax
Fax 2 Email


Finance
Finance


Furniture
Furniture


Casino
Online Casino


Restaurant
Restaurant


Auctions
Shop Online


Study IT
Study IT Online


Web design
Web Design


Weddings
Weddings


Work
Work from Home
 
 
 
 
 
Company News
 
 

 

© 2017 www.wcbn.co.za. All rights reserved.

Daily Newsletter Subscription

 

Subscribe to the Western Cape Business News Daily News and information email (it's free).

Thank You
Your email address has been added.

Name:
Email Address: