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Customer Satisfaction

A collection of 40 posts

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

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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

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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

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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

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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

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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

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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

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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

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Customer Satisfaction

2020 - 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

frans
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.

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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

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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

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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

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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

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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

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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

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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

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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,

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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

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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

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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.

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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

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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

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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

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Customer Satisfaction

High performing brands reap tangible business and investment returns through Customer Experience strategies – The National SA-csi

Fast-food industry performs tops in Customer Experience while financial services companies make some progress. Companies that deliver great customer experience understand that keeping customers’ satisfied will take more than just selling products and

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