Tag: perceived quality
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.
The battle of banks in customer loyalty and satisfaction stakes hits...
When South Africa entered into a hard and extended national lockdown on 27 March 2020, banks responded rapidly and empathetically to their account holders' financial crisis. According to the Banking Association of South Africa (BASA), as at 24 October 2020, banks had provided over R50 billion in financial relief – R33,61 billion in payment breaks on credit agreements and R16,71 billion under the loan guarantee scheme – to South African businesses and individuals.
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.
