Case Study: Hollard achieves improved customer satisfaction and real-time Voice-of-the-Customer insights with inQuba VoC

Hollard - Customer Case Study

Hollard, South Africa’s largest independent insurer, sought to become more customer-centric and needed a way to measure and improve customer experience across diverse touchpoints and modest-income policyholders. To achieve its aim of being “recognised, trusted and recommended above all others,” Hollard partnered with inQuba and piloted inQuba VoC, an event‑based, real‑time Voice‑of‑the‑Customer solution using Mobile USSD to capture feedback from customers on everyday phones.

inQuba designed and implemented a three‑level measurement framework (loyalty, experience, touchpoint) with real‑time surveys, escalation workflows and “High‑5” positive feedback routing to staff. The three‑and‑a‑half month pilot sent ~30,000 surveys, delivered a 10% response rate, recovered 68 individual experiences, generated 264 High‑5s and lifted overall customer satisfaction from 73% to 75% in the first two months, while enabling Hollard to prioritise interventions, address root causes and boost frontline engagement — outcomes driven by inQuba’s VoC platform.

Hollard

Marnitz Van Heerden

Manager