African Bank, a first time entrant in the Consulta 2017 Customer Satisfaction Index (SAcsi), has come out strongly achieving leader status in all categories when compared with other historically strong performers.
Brian Riley, African Bank Chief Executive Officer says the Bank is delighted with the strong results. “Not only have we tied second with FNB in overall customer satisfaction when compared to other financial industry brands but we are leading the field of the Branch Network customer satisfaction category across all sectors (85.2) and we managed to tie in first place in the Contact Centre customer satisfaction category with 82.5 points.”
Riley said he was particularly pleased to see that the Bank received the lowest number of complaints when compared to other financial industry brands. “African Bank currently leads at 9.3% which is lower than the world-class benchmark of a maximum of 10% customer complaints.”
Riley said that African Bank had over the last 12 months been working hard on customer resolution and support and the results are positive proof of the success of the initiative. “We have set ourselves high targets again this year and are committed to improving our score even further by truly delivering on our brand purpose humanity through banking. “Reducing waiting times in our branch and contact centres; continuing to make our customers feel important and valued; and delivering on our promises are all key drivers which will be a springboard for the Bank as we gear up towards launching our transactional banking product later this year,” concludes Riley.
Side bar
The 2017 Consulta Customer Satisfaction Index (SAcsi), report is an independent report which details which South African banks have the most satisfied customers. It is based on brands exceeding or falling short of customer expectations and the respondents’ idea of the ideal product to achieve an overall result out of 100.
The 2017 sample included 13,099 bank customers across various segments who were randomly selected to participate in the survey.