Consulta has released its latest South African Customer Satisfaction Index (SAcsi), which details which local banks have the most satisfied customers.
The satisfaction index is based on whether a particular brand falls short or exceeds a customer’s expectation and how the respondent’s idea of an ideal product is perceived. This achieves an overall result of 100.
The latest release is based on data collected in 2017, and included 13 099 bank customers who were randomly selected to participate in the survey.
The data shows that Capitec customers are the most satisfied with their choice of bank. They have a score of 85.3 out of 100, and is the only other bank other than Standard Bank to increase its score.
Absa, however, has experienced a decline in score, dropping by 3.3 points, ranking it the bank with the least satisfied customers.
Here’s how the banks performed for 2018, versus their 2017 scores.
|Ranking||Bank||2016/2017 Score||2017/2018 Score||Change in points|
|2||African Bank||n/a (as bank was not previously scored)||81.0||new|
Which bank is taking the lead with the most satisfied customers according to the latest SAcsi results? Read more here: https://t.co/9myZqFWcOF #SAcsi #CustomerExperience #Banking pic.twitter.com/C0V74oWEnS
— SAcsi (@SACSIndex) March 6, 2018
Schreuder said that FNB has consistently maintained second position on the SAcsi because of its strong brand name. They are widely regarded as the most innovative and disruptive bank in South Africa.