MTN, FNB claim top spots in customer satisfaction index

MTN and FNB lead the ratings in their respective industries within South Africa’s newest customer satisfaction index.

The South African Customer Satisfaction Index (SAcsi) announced its maiden set of monthly results yesterday focusing on the banking and mobile networks industries.

According to the index, the banking industry achieved an overall satisfaction average of 77.6 out of 100. The mobile networks industry achieved an overall satisfaction average of 77.3.

Banking companies measured were ABSA, Capitec Bank, FNB, Nedbank and Standard Bank. Mobile networks measured were 8ta, Cell C, MTN and Vodacom.

SAcsi describes itself as a national economic indicator of customer satisfaction. It is the only South African company to hold a license of the acclaimed American Customer Satisfaction Index (ACSI) and now forms part of a group of 20 country licence partners worldwide. Its patented system is the only benchmark model that allows licence partners to match the statistical models used to generate ACSI results.

Among the ACSI licensed countries, the industry results ranked the South African banking industry fifth in the world, with FNB named as South Africa’s banking industry leader. South Africa’s mobile network providers ranked sixth in the world, with MTN customers registering the highest scores of customer satisfaction.

SAcsi founder and CEO, Prof. Adré Schreuder, said that measured companies are nominated for inclusion in an industry measure by SAcsi’s independent Board of Advisors based on their market share. “Each company was measured through telephonic and/or web-survey methods at a statistically reliable sample guideline of 270 respondents per measured company”.

SAcsi will be releasing new results every month, focusing on two to three different industries measured each quarter. When the banking and mobile networks results are released again in a year’s time, the SAcsi results will provide meaningful insights for year-on-year comparisons.

“We expect to measure a total of 121 companies in 24 industries by the third quarter of 2013, with a total sample of more than 32 000 respondents. The implementation agenda for 2014 will add another 117 companies (including local authorities, government departments and e-commerce) to bring the total sample to more than 64 000 South African consumers being interviewed per year”, says Prof. Schreuder.

Next month, SAcsi results will be released for life insurance, short-term insurance, mobile retail stores and gaming. SAcsi interviews for Q1-2013 are currently in progress and from April 2013, the SAcsi will provide monthly releases of this quarter’s findings for fast food outlets, mobile handsets, medical schemes, supermarkets, petroleum service stations and airlines.

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