For the second year running, Carnival City has been awarded the top spot in its category by the Ask Afrika Orange Index. The 2012 Awards, which pitted Carnival City against all other industry competitors as well as sister casinos within the Sun International group, has become the benchmark for service standards in South Africa.
Based on empirical research from 15 400 personal interviews among a nationally representative sample of the country, across 18 different industries and 118 companies, the Awards aim to honour those organisations that consistently offer service excellence to customers.
The Ask Africa Orange Index® was first established in 2001 with the aim of allowing South African companies to compare their service levels with their direct competitors and other associated players, as well as to provide insights into mass consumer trends.
Carnival City General Manager Derek Panaino said, “Exceeding customer expectations is the essence of Carnival City and is what differentiates us from our competitors. We offer an experience in which outstanding service and attention to detail plays a key role in attracting, retaining and growing our customer base. Customers reward brilliant service with repeat business.”
Over the past four years the Sun International group has introduced a comprehensive Touch Point initiative primarily to improve the customer experience and gather insight into their needs. This, coupled with the rollout of an improved customer information system allowing staff to have a single view of each customer, across the group, allows Carnival City to understand and know each customer’s preferences personally.
For more information visit: http://www.askafrika.co.za/content/2012-orange-index.