The latest report from the South African Customer Satisfaction Index (SAcsi) positions Capitec as a clear winner when it comes to customer satisfaction in the banking sector. Business Tech reports that Capitec beat its competitors in a number of areas to become one of the best South African banks for customer satisfaction, including customer loyalty, complaint resolution and perceived value for money.
SAcsi reports overall satisfaction with South African banks at 76.3 out of 100, while Capitec scored a remarkable 83.8 out of 100. FNB’s customer satisfaction score followed close behind with 79.8 out of 100 respectively. 16 500 banking clients were surveyed across income segments by SAcsi, including Capitec, FNB, Nedbank, Absa and Standard Bank. Business and private banking clients were excluded from the study.
The best South African banks for customer satisfaction:
Capitec truly outshone competitors in customer loyalty stakes. SAcsi measures customer loyalty by the intention to repurchase and price tolerance. “When viewed as a three year trend, customer loyalty is in decline, indicating the fierce competitiveness of the sector,” said Anrè Schreuder, CEO of Consulta and founder of SAcsi. Capitec customers’ likelihood to recommend their bank came out on top with a score of 57%.