Individuals who have subscribed to a health plan from Avon Healthcare Ltd (Avon HMO) have been experiencing proactive and responsive customer service. Complaints made to the Avon HMO 24-hour Contact Centre are resolved within five minutes and this turnaround time has exceeded the expectations of many clients.
Ms. Adesimbo Ukiri, MD/CEO of Avon HMO, recently made this known following a recent customer satisfaction survey carried out by the organisation. These results, together with customer testimonials, showed how Avon HMO’s dedication to customer care has resonated with their members and helped develop long-lasting, positive relationships.
She said ‘Our members are at the centre of all we do. Our promise has always been one of responsiveness; when our members contact us, it is often at a time of need. We know that a quick response is wanted so we set ourselves a target of five minutes for complaint resolution. I am pleased that 95% of concerns are addressed and resolved within this time”.
According to Ukiri, “Avon HMO has been able to achieve this through the adoption of a wholly customer-centric approach. This included a continuous process of logging, reviewing and understanding the types of queries received. Once it was clear what the common issues were, Avon HMO put themselves in the shoes of their members to develop a complaints resolution procedure that would specifically address each query.”
Supported by the expansion of its customer service department, these efforts paid off as there was not only a reduction in turnaround time but also a notable change in the way members’ concerns were resolved and the feedback received.