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Johannesburg - The financial services group Absa [JSE:ABSP] was honoured as best bank for dispute resolution and service excellence in South Africa at the Banking Ombudsman’s annual awards on Monday.
This was in the larger bank category. Investec [JSE:INLP] won the category for small banks. Les Barrett of Standard Bank won the category for individuals at a large bank and Sonette Botha of African Bank won the category for individuals at a small bank.
The award highlights the number of complaints logged by customers and resolved by banks.
Absa said that the award was a tremendous honour and recognition for how it is committed to treating its customers fairly and resolving their queries timeously.
The level of banking complaints across Absa’s retail network continues to fall, and has reduced by 70% in the last ten months.
Craig Bond, chief executive, retail and business banking of Barclays Africa Group [JSE:BGA], attributed the award to the bank’s focus on ease of banking for customers.
He said the big turnaround in performance for Absa was as a result of putting customer service at the heart of the bank’s strategy to build Africa's "go-to" bank.
The bank is in the midst of transforming a number of critical customer processes and experiences across its branch network, digital channels, ATM network and contact centres.
To further improve the customer experience, Absa has concentrated on bringing down customer fees.
“Whilst this award is an important milestone on our journey to becoming Africa’s best customer service bank, we acknowledge that we have a long way to go in delighting all our customers at every touch point," said Bond.
"We will continue to focus on making things easier for our customers and putting them at the centre of everything we do and every investment decision we make.”
This was in the larger bank category. Investec [JSE:INLP] won the category for small banks. Les Barrett of Standard Bank won the category for individuals at a large bank and Sonette Botha of African Bank won the category for individuals at a small bank.
The award highlights the number of complaints logged by customers and resolved by banks.
Absa said that the award was a tremendous honour and recognition for how it is committed to treating its customers fairly and resolving their queries timeously.
The level of banking complaints across Absa’s retail network continues to fall, and has reduced by 70% in the last ten months.
Craig Bond, chief executive, retail and business banking of Barclays Africa Group [JSE:BGA], attributed the award to the bank’s focus on ease of banking for customers.
He said the big turnaround in performance for Absa was as a result of putting customer service at the heart of the bank’s strategy to build Africa's "go-to" bank.
The bank is in the midst of transforming a number of critical customer processes and experiences across its branch network, digital channels, ATM network and contact centres.
To further improve the customer experience, Absa has concentrated on bringing down customer fees.
“Whilst this award is an important milestone on our journey to becoming Africa’s best customer service bank, we acknowledge that we have a long way to go in delighting all our customers at every touch point," said Bond.
"We will continue to focus on making things easier for our customers and putting them at the centre of everything we do and every investment decision we make.”
