How we fared
Best overallFor the 2019 SA-csi results, African Bank was rated best overall with a score of 85.7%, more than a full percentage point ahead of our nearest competitors. This represents a climb of over 7% from our score in the 2018 results, where we finished fourth. It is the first time a bank has made such a marked climb up the rankings in the history of the SA-csi. This improvement is due to a number of factors, which saw African Bank rise to the top of the class in many of the SA-csi categories — all hinging on our dedication towards placing you at the centre of everything we do. Our customer obsession is reflected in the SA-csi accolades: Best in Treating Customers Fairly: We strive to treat you with respect. We seek to build transparent relationships with you, keeping your 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 your concerns. 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, you are priceless.
Best branch networkIn an era where physical bank branches are under pressure and jobs are being lost, African Bank has increased its branch footprint across South Africa. We will continue to give you the human interaction you desire, exceeding your expectations by: • Retaining the right people, who make you feel at home. • Having your best interests at heart. • Conveniently locating branches where you live and work. • Creating spaces that encourage open communication.
Best Savings and Investment productAfrican Bank has SA’s best savings and investment rates, which is the driving force behind the increasing popularity of our Savings and Investment portfolio. Underpinning this phenomenal success is a dedication to world-class customer service which allows us to: • Exceed your expectations. • Focus on providing an investment product that gives you the growth you are looking for. • Make it super easy to open any Savings and Investment products with us. • Offer you peace of mind.
Best Customer Service Contact CentreThe African Bank Customer Service Contact Centre not only retained its position as the best in South Africa, but also increased its winning margin over our competitors. Our number one ranking is because we aim to exceed your expectations in all our engagements by: • Doing things right the first time. • Equipping our people with the knowledge required to provide the correct advice. • Encouraging transparency in all query resolutions — we always keep you informed of what the next steps are. • Providing you with a single point of contact.
An emerging Digital playerAt African Bank, we realise that the future is digital. We have invested heavily in our digital infrastructure, allowing you to bank safely and securely with us, wherever you are, while working diligently to improve our offerings. 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 you to switch seamlessly between the channels that suit you best. ] • An African Bank App that is regularly enhanced to provide you with new features and convenience. • An IT infrastructure obsessed with the safety and security of your information. An exciting big data capability that allows us to tailor our products and services to meet the ever-changing needs of South Africans.
*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.