getclosure! is using consumer feedback to rate the customer-centricity of suppliers. This new rating system provides a nifty way for consumers to compare suppliers and to assess each supplier’s customer-centricity with others in the same industry.
According to Wikipedia, customer-centricity refers to “the orientation of a company to the needs and behaviours of its customers, rather than internal drivers (such as the quest for short term profit)”. One of the best indications of customer-centricity is the way in which a supplier handles its customers’ complaints. getclosure! ratings take this a stage further by comparing each supplier’s rating to the rating of its industry.
Hats off to the top five suppliers:
African Bank comes out tops with an impressive overall rating of four out of five stars; Cell C is close behind with three and a half stars. ABSA, Lewis Stores, Lifestyle Living, Best Electric and OK Furniture, House and Home each have three stars.
The overall rating measures each supplier’s customer centricity by taking the following into account:
- Customer satisfaction with the way in which the supplier has dealt with complaints.
- Customer satisfaction with the outcome of the complaints.
- Whether the supplier responds to complaints promptly (within three days).
If you put your cursor over a supplier name you can see the rating for each of these categories, as well as the number of customer feedbacks which make up the rating. Click here to find out more about the rating methodology.
