SAcsi The Battle of the Banks in Customer Loyalty and Satisfaction Stakes Hits a High in Digital COVID Economy When South Africa entered into a hard and extended national lockdown on 27 March 2020, banks responded rapidly and empathetically to their account holders' financial crisis. According to the Banking Association of South
Customer Satisfaction Transformation Is collective phobia perhaps the reason why organisations struggle with transformation?TRANSFORMATION…probably one of the most contentious topics in modern organisations.What comes to mind when you think of transformation? To simply
Customer Satisfaction Branding your customer’s experience requires creativity...not just consistency Of late there has been renewed interest in Ian Flemming’s spy masterpiece, James Bond 007. In fact, this has happened repeatedly since the very first Bond movie hit the silver screens in
Customer Satisfaction Is UX the new CX? Opinion by Johan Kruger: Head of Context “Every problem introduces you to yourself. It shows you how you think and what you are made of.” - John Maxwell.By nature, mankind is resilient, constantly driving towards a shared aspiration to
Customer Satisfaction Covid-19 Ups the Customer Satisfaction Stakes and Expectations from Medical Schemes In March 2020, the World Health Organisation (WHO) declared the coronavirus disease 2019 (Covid-19) a global pandemic. That has thrown the spotlight on the need for medical scheme benefits and private healthcare during
Customer Satisfaction Will banking brands disappear in the drive for digital integration? Opinion by Kobus Badenhorst, Client Executive at ConsultaAs the march of technology advances in almost every facet of human life - from online shopping to financial transactions to e-learning – major, traditional brands that
Customer Satisfaction South Africa’s fuel stations shine a light on customer satisfaction. South Africa’s top five fuel station brands – BP, Caltex, Engen, Sasol and Shell – are leading the way in the customer satisfaction stakes, with one of the highest industry Customer Satisfaction scores across
COVID 19 South Africans remain concerned about the disproportionate negative impact on vulnerable communities. The impact of the Covid-19 pandemic is staggering with the long-term economic effects of the lockdown nowhere near quantified, and which will most likely play out for many months to come. To get
Customer Satisfaction SA Cellular Networks increasingly undifferentiated when it comes to customer satisfaction. The South African cellular network industry has improved in the customer satisfaction stakes according to the latest South African Customer Satisfaction Index (SA-csi) for Mobile Telecommunications Services, conducted by Consulta. SA’s three
Customer Satisfaction 2019 - Short-term insurers lose sight of customer experience as race to digital transformation intensifies There is a fallacy across many businesses that digital transformation and customer experience and satisfaction are interchangeable. They are not. Technology will change and evolve, but the fundamentals of being relevant and responsive
Customer Satisfaction The Banking sector needs to strike a balance between digital and traditional delivery channels. The relentless drive towards digital banking is making banks ‘invisible’, leaving customers looking for more value, human engagement and diversity of transactional channels according to the South African Customer Satisfaction Index for Banking.
Customer Satisfaction It’s game on for customer loyalty, satisfaction and earnings growth in 2020 Lessons to be learned from top SA-csi performers2020 looks set to be an epic fight for survival as numerous socio-economic factors come into play that will further challenge businesses and their ability to
SA-csi Low-cost, local airlines lead customer satisfaction rankings – SA-csi. FlySafair and SAA at opposite ends of the tailwind across most metrics The 2018 South African Customer Satisfaction Index (SA-csi) for Airlines conducted by Consulta shows that low-cost, domestic airlines are still leading when it comes to meeting the needs of South African consumer.The
SA-csi 2019 – Customer Satisfaction Index for Medical Schemes Shows Underwhelming Performances Customer satisfaction and price tolerance is declining while utilisation is increasingMedical schemes are facing tremendous pressure in a low growth market where customer expectations and utilisation are very high and increasing, while loyalty
SA-csi Life Insurance - putting a price on peace of mind and customer trust Latest South African Customer Satisfaction Index for Life Insurance shows who has the most satisfied customers Life insurers face their biggest battleground yet in South Africa – a heavily constrained economy, high unemployment, a
SA-csi Short-term insurers under immense pressure in low growth market Latest South African Customer Satisfaction Index for Short-Term Insurance shows that customer satisfaction is declining and smaller niche players are making big inroads into traditional markets Traditional short-term insurers are facing tremendous pressure
SA-csi SA Cellular Providers Score Average Customer Satisfaction and Loyalty Ratings in Latest SA-csi Benchmark In the latest South African Customer Satisfaction Index (SA-csi) for Mobile Telecommunications Services conducted by Consulta, SA’s largest cellular providers remain among the most highly regarded globally, even though the latest survey
SA-csi Citizen Satisfaction Index Shows Sharp Decline in Citizen Trust Across SA’s Largest Metropolitan Municipalities The sixth South African Citizen Satisfaction Index (SA-csi) conducted by Consulta shows that citizen satisfaction and trust in municipal service delivery is at its lowest ebb since the inception of the Index in
SA-csi Banking Products increasingly undifferentiated while banks struggle to win the customer satisfaction stakes across more than one offering Latest South African Customer Satisfaction Index for Banking Products shows customers see little difference between banking products and loyalty is decliningThe core Banking Products of current accounts, credit cards, home loans, personal loans,
SA-csi 2019 – The year of rapidly rising customer expectations and fierce competition in the banking sector Latest South African Customer Satisfaction Index for Banking shows a rough ride ahead for customer loyaltyEmail us here for further enquiries. The SA-csi for Banking Products report coming soon.Traditional banks are facing
SA-csi SA’s top 5 supermarket brands battle it out for the hearts and minds of South African consumers – SA-csi 2018 In the war for the consumer’s share of wallet, South Africa’s top five supermarket brands will need to do much more to fully differentiate themselves on the many complex drivers of
Customer Satisfaction Understanding your customer’s level of satisfaction relies on a multi-dimensional view of the business. Customer Experience has become a trendy phrase and the next new thing, but it is essential to understand the deeper requirements to create a great customer experience.
Customer Satisfaction Cognitive Bias in CX Prof Adré SchreuderFounder, Shareholder & Chief Visionary Officer (CVO) This is the first article, in a series, that I am writing about the role of perception and more specifically cognitive bias in customer
SA-csi Sanlam Reality the best Insurance loyalty programme – The SA-csi 2018 Insurance Loyalty Programme Benchmark Sanlam Reality members were the most satisfied with their loyalty programme according to the 2018 SA-csi (South African Customer Satisfaction Index) for Insurance Loyalty Programmes Benchmark conducted by Consulta. The three largest loyalty
Customer Satisfaction Philani Dlamini takes the helm at Consulta Founder and long-standing chief executive, Professor Adré Schreuder, takes strategic advisory role. Consulta, has appointed Philani Dlamini as its new Chief Executive Officer (CEO) with effect 1 September 2018. An accomplished senior corporate