Capitec revels at award as best bank
“We are inspired by the recognition our clients give us and humbled by the positive support for our brand. We have a huge responsibility to maintain this level of support we give our clients in the future,” said Carl Fischer, Capitec Bank’s executive of Marketing and Corporate Affairs said.
“The bank would like to thank all 12 000 employees who made this possible, but we know that we still have much to improve on,” he added.
According to the SACsi results, Capitec Bank received a customer satisfaction score of 83,8 percent, which puts it 8,9 percent points above the industry average for services rendered in 2015.
Capitec Bank has made positive strides in a number of areas which contribute to overall customer satisfaction, including quality, perceived value, customer loyalty, levels of complaints and rates of complaint resolution. “We continuously strive to improve our client support levels and know that we can do a lot better, given the over 7 million clients we
The SAcsi is in its fourth year of measuring various industries, and because of this big data it is now able to establish trends and make predictions.
Adrè Schreuder, CEO of Consulta and founder of SAcsi, said that a three year-trend indicated that Capitec had shown the greatest improvement in overall customer satisfaction and the strongest performance on perceived value of the five banks measured.
Acsi uses customer interviews as input to a multi-equation econometric model developed by the American Customer Satisfaction Index (ACSI) at the University of Michigan’s Ross School of Business.
– CAJ News
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