In the latest South African Customer Satisfaction Index (SA-csi) report, African Bank recorded an overall winning score of 85.7%, outshining other historically strong contenders.

The South African Customer Satisfaction Index (SA-csi) is an independent report that details which South African banks have the most satisfied customers. Scores are calculated based on brands exceeding or falling short of customer expectations, as well as the respondents’ idea of the ideal product

How we fared

Best in Treating Customers Fairly: We strive to treat our customers with respect. We seek to build transparent relationships with them, keeping their best interests at heart in the services and products we offer.

Best in Incident Handling: Not only do we have the lowest number of complaints, we’re also the best at resolving them. We understand that we might not always get it right, so we have developed a specialised focus to improve the way we handle the concerns of our customers.

The bank people are more likely to recommend to others: Life doesn’t stand still. And neither do we. It is our priority to improve our products and services to keep pace with the lives of South Africans. At African Bank, it’s our people who are priceless.

At African Bank, we realise that the future is digital. We have invested heavily in our digital infrastructure, allowing our customers to bank safely and securely with us, wherever they are, while working diligently to improve our offerings to them. Placed last in 2018, we have risen to third place for the 2019 results, beating out more established competition. This success is based on:

• A landmark Omni-channel that combines all our digital offerings, our Customer Service Contact Centre and our Branches, allowing customers to switch seamlessly between channels that suit them best.

• An African Bank App that is regularly enhanced to provide customers with new features and convenience.

• An IT infrastructure obsessed with the safety and security of our customers’ information.

• An exciting big data capability that allows us to tailor our products and services to meet the ever-changing needs of South Africans.

Basani Maluleke, African Bank’s Chief Executive Officer, is delighted with the strong result. “We have worked extremely hard over the last 12 months to improve all aspects of our engagement with customers and being placed first is testimony to our efforts and the growing trust and confidence shown in the Bank by South African consumers. Thank you to the South Africans who have chosen to bank with us and thank you to the incredible team of African Bankers who are the heart and soul of this success.”

*Voted The South African Customer Satisfaction Index (SA-csi) 2019 leader in the following categories, Best Overall, Best Contact Service Centre,
Best Branch Network, Best Savings & Investments.