Customer service in many South African companies has improved by leaps and bounds in 2010. Hosting the World Cup certainly played a part in this transformation on a macro level, as suppliers realised that they needed to pull their socks up and make a positive impression on visitors and spectators watching from around the World. It will be interesting to see if we can make this last through to 2011 and beyond.
Several South African brands have also started to interact with their clients via Facebook and Twitter which has had a positive impact on customer service too, albeit on a smaller scale. A couple of great examples are MTN and Virgin Mobile on Twitter, and Pick n Pay on Facebook. This is likely to have a greater impact in 2011 as more and more brands realise the potential of engaging with customers via social media.
Based on feedback from consumers using the getclosure service over the past year, the top rated suppliers are Huggies and Sanlam, which each have an overall rating of four out of five stars. They also both respond to 92% of complaints submitted on getclosure within 48 hours. They are closely followed by Nando’s and Pick n Pay, with three and a half stars each. In terms of responding within 48 hours, Nando’s gets there for 80% of complaints, and Pick n Pay for 74%.
Visit the getclosure website to view ratings for other South African suppliers. You can also read compliments for each supplier and submit your own positive feedback. If you’d like to submit a complaint, please complete the ‘Submit your complaint here’ section on our homepage and we’ll deliver it to the supplier and prompt them to respond.
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