Tiger Wheel & Tyre is proud to announce its winning performance, and first-place award, in the 2021 Ask Afrika Orange Index®. This award is even more important considering the country’s overall backdrop of declining customer service.
The Index recognised Tiger Wheel & Tyre’s achievements across multiple customer service benchmarks. These include customer experience, communication skills, sticking to agreed deadlines, professionalism, industry knowledge, first-call resolution, and treating customers fairly. Tiger Wheel & Tyre ensures these benchmarks are met or exceeded, and all staff undergo training to uphold the company ethos and standards expected of them.
This year, the Index also focussed on how brands were meeting the challenges of providing safe service to their customers during COVID-19. Tiger Wheel & Tyre’s performance in this area was highly commended.
The company offers Xpress Pick-up and Delivery, where customers could book a timeslot by telephone, have their vehicle collected, taken to the store for its fitment service, and then returned. Payment could be made through Ozow. This limited customer contact to a bare minimum, and this contact was addressed by maintaining strict hygiene protocols. Of course, those customers that did want to bring their vehicles into our stores enjoyed the same stringent protocols.
The index, celebrating its 20th anniversary, is the broadest and most widely referenced customer experience measurement in South Africa. The benchmark index has been tracking customer satisfaction, and its changing trends and expectations, since 2001.
Ask Afrika tracks customer experience and service scores across 31 industries and 200 individual brands. A total of 19, 986 South Africans were interviewed between May and July 2021 to establish which companies provide the best customer experience in South Africa.
The Index enables a comparative view between and across industries. It also enables investigative diagnostics whereby brands can identify pain points across the value chain that need corrective action.
Ask Afrika’s heritage is well known for creating some of the most useful, go-to industry benchmarks, including the Ask Afrika Orange Index®, the Ask Afrika Icon Brands®, the Ask Afrika Kasi Star Brands®, and the Target Group Index® (TGI).