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Old Mutual experience
Customer service and delight
 
Internal Ombudsman
Unclaimed shares trust
 
Meeting customer 
needs through product innovation
 

"We are extremely proud of the good work Old Mutual does by reaching out to about five million South Africans, helping them to become financially secure and reach for their dreams. We want our stakeholders to see us in the same positive light, and our senior executives engage regularly with the media, analysts, customers and other stakeholders, to understand and respond to their views."

Khehla Mthembu, General Manager: Corporate Affairs

Making a difference: serving our customers

The Old Mutual experience

Old Mutual Life Assurance Company of South Africa (OMLACSA) was rated the most trusted long-term insurance provider in the country, and the second most trusted company out of 75 in the Ask Afrika Business Trust Barometer. The results were published in the Finance Week in November 2004. Similarly, OMLACSA emerged as the number one brand in the long-term insurance industry in the 2004 Sunday Times/Markinor Top Brands Survey published in the Sunday Times newspaper.

To maintain this success we carefully consider research among clients and potential clients, from various age and interest groups to ensure that the Old Mutual brand remains relevant.

Old Mutual strives to be a company that delivers on its customers' expectations in the most relevant manner for each business segment. The following graphic represents the experience we would like every one of our customers to have of Old Mutual.

The Old Mutual Customer Experience

The Old Mutual Customer Experience

Customer service and delight

The following graph provides an overall view of the "satisfaction" and "delight" levels for the various Old Mutual businesses for 2004, based on external surveys.

 Three key players in driving our economic impact on South Africa
Three key players in driving our economic impact on South Africa: Brian Wilkinson (Procurement), Derrick Msibi (Old Mutual Asset Managers) and Helen Casey (Corporate Brand Manager).
Jerry van Niekerk
Jerry van Niekerk is Executive General 
Manager in charge of Customer Services. The Internal Ombudsman reports to Jerry.
 
A Service Overview for Old Mutual for 2004
Source: Ask Afrika 2004
A Service Overview for Old Mutual for 2004
 
Old Mutual Customer Services - Comparative Progress
Source: Ask Afrika 2004
Old Mutual Customer Services - Comparative Progress

Old Mutual measures six service attributes: responsiveness; efficiency; warmth and courtesy; accountability and ownership; reliability; and demonstrate and show. External measures indicate that the group measures highest for warmth and courtesy, and is weakest in responsiveness.

The decline in customer service delivery represented one of the more significant challenges in Old Mutual and resulted in a singular focus by executive management to resolve the problem.

To ensure that the customer service team remains committed to the improvement of the group's service offering, their incentive schemes will remain linked to the results of external surveys on customer service such as those conducted by Ask Afrika.

To further encourage the implementation of benchmark-beating levels of service that are required to move Old Mutual into service greatness, the company will continue to partner with the Disney Institute for quality service in Orlando, Florida. For the third year Old Mutual will send a delegation of service professionals for training at the Institute.

The customer service focus remains on the improvement of capacity and the development of people skills to ensure an enhanced customer service experience for Old Mutual customers.