Tag: Net Promoter Score (NPS)
Big 5 banks under pressure as technology parity is reached
The customer satisfaction gap between South Africa’s banks is closing rapidly, with the digital acceleration brought about by the pandemic being a significant equaliser. Banks are under significant pressure to reinvent their customer value propositions and differentiators at a time when technology and digitisation are making them increasingly invisible to their customers - until things go wrong.
Building an ecosystem of value for insurers
The insurance 'grudge purchase' can open a world of valuable personal engagement and revenue opportunities in a well-designed service ecosystem. As insurance products become more homogenous and industry competition intensifies, insurers need ways to differentiate themselves and stay relevant.
Short-term insurance: race to digital transformation intensifies
We have released the latest 2019 South African Customer Satisfaction Index for Short-Term Insurance. There is a fallacy across many businesses that digital transformation and customer experience and satisfaction are interchangeable. They are not.
Striking a balance between digital and traditional delivery channels
The relentless drive towards digital banking is making banks ‘invisible’, leaving customers looking for more value, human engagement and diversity of transactional channels according to the South African Customer Satisfaction Index (SA-csi) for banking.
