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<\/a>South Africa banking satisfaction<\/p><\/div>\n
\u201cWith Capitec bringing competitively priced banking products to the market and FNB driving new innovations in the way in which consumers do banking, it is more challenging for the banks to keep up with consumers\u2019 increased demands on service quality and value for money,\u201d said Adr\u00e9 Schreuder, founder and chair of Sacsi.<\/p>\n
Schreuder noted that SA consumer expectations have increased slightly from last year to this year and that consumers are more willing to switch banks if they are not satisfied with the products and services offered by their bank.<\/p>\n
\u201cThis behaviour makes customer retention a challenge, one that no South African bank should take lightly given that retention scores have dropped slightly from last year to this year.\u201d<\/p>\n
FNB leads digital<\/h3>\n
SAcsi expanded its banking industry coverage by adding focused measurements of the main banking channels that are available to SA consumers: ATMs, Branches, Cellphone Banking, Online Banking, Banking Apps and Contact Centres.<\/p>\n
In the banking channel measure, the Sacsi surveyed 7,337 banking customers about their experiences with the different banking channels.<\/p>\n
According to the service-specific scores, FNB’s digital offerings – cellphone, online and app banking – came out on top, all above industry standard.<\/p>\n
Absa’s scores in the same categories were ranked sub-par and lowest overall, but the bank topped the list for personal loans, in which it was ranked 6% above industry average (73.9).<\/p>\n
Capitec’s customers were most satisfied with the bank’s branches, which out-ranked all other South African banks in the index.<\/p>\n