AA Insurance has topped the customer experience rankings in the annual Kantar Customer Leadership Index. The insurer ranked number one among a list of over 50 Kiwi brands.
The survey was administered by data and consulting firm Kantar, with over 2,000 respondents in New Zealand. They were asked about their opinions of 54 top brands in various industries, such as financial services, online shopping, retail and grocery, media and entertainment, travel, telecommunications, and energy. The index covers various aspects of the branded customer experience, such as service delivery, customer centricity, brand clarity and offer excellence.
“We’re honoured to be ranked alongside other known and trusted household names like Kiwibank, ASB and Mighty Ape,” said Chris Curtin, AA Insurance CEO. “It tells us we’re getting it right and living our purpose to help, care and get things sorted for our customers – so no matter when or through which channel our customers contact us, they’ll get the same level of service no matter what – from a simple change of address to calling us after an accident, and when they need us most.”
According to Kantar NZ managing director David Thomas, a brand must perform exceptionally well in all aspects of customer experience to achieve the top spot. AA Insurance was one of the three brands to perform well in virtually all areas, and Thomas said that this is a testament to how well the insurer manages the entire customer experience and empowers staff to meet customer expectations.
