In running his business for more than 65 year, Astra Insurance is always consistent in providing the best service. For his efforts, Garda Auto, Astra Insurance's car insurance product won three awards at once, namely being selected to be ranked first in the Indonesia Customer Service Quality Award 2021 from SWA, became one of the winners of the Service Quality Award 2021 from Marketing Magazine, and recently Garda Oto was selected to be ranked first in the Indonesia Customer Experience Award 2021 from SWA.
The Indonesia Customer Service Quality Award is an award given by SWA to brands that succeed in providing the best quality in meeting customer needs. Garda Oto succeeded in winning this award in the Car Insurance category. Where this assessment is based on a survey conducted on 5000 respondents who are customers of various service categories.
This survey process was carried out at 6 big city, While, Bandung, Jakarta, Semarang, Surabaya, and Makassar. The survey was carried out using the method face to face interview which was carried out in the period March – April 2021 with assessment dimensions based on Tangible, Empathy, Responsiveness, Assurance, dan Responsibility.
Garda Oto also received other awards, yaitu Service Quality Award 2021 from Marketing Magazine in the Car Insurance category and the Purchase Car Insurance Policy Through Online Shop or Marketplace or E-Commerce category (Website or Apps).
This award is an assessment of a company's conventional service quality or digital service quality. In determining the winner, A survey was conducted with face-to-face interviews with customers in Jakarta, Surabaya, Semarang, and Medan which is carried out from January – March 2021.
The target of the survey carried out was more than 4000 respondents who have received services from the company nominee Of 6 last month. Assessment is divided into two main dimensions, that is Perceived Service Quality (PSQ) consisting of: Service Accessibility, Service Process, People, Service Solution and also dimensions Perceived Service Value (PSV) namely the perception of equality between the service obtained and the price paid by the customer.
Apart from the two awards above, This December, Garda Oto also received the Indonesia Customer Experience Award 2021 from SWA for the Best Car Loss Insurance category with the title Very Good. The assessment method is carried out by surveying customers in Medan, Bandung, Jakarta, Semarang, Surabaya, and Makassar. The aspects assessed in this award include cognitive aspects, affective, behavior, and social.
Astra Insurance received various awards, especially Garda Oto, proves that his vision in providing taste peace of mind can be well received by millions of customers. Application service excellence which is channeled through innovation and breakthroughs in the services and products presented by Astra Insurance, It certainly aims to provide convenience and comfort for the customers themselves.
"The appreciation given through ratings from customers is actually what motivates us to continue to be able to present the best until now. Good in terms of service, as well as a wide selection of products tailored to people's needs. It doesn't stop here, In the future, we will continue to strive to continue developing strategies in line with the developing needs of the community itself," said Gunawan Salim, Chief Marketing Officer Retail Business Asuransi Astra.
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