FNB, MTN satisfy customers most - survey

Feb 26 2013 17:40
Consumer satisfaction

Consumer satisfaction. (Picture: Shutterstock)

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Cape Town - SA banking and mobile consumers are among the most satisfied in the world, with FNB and MTN coming out tops, according to an index released on Tuesday.

The banking industry achieved an overall satisfaction average of 77.6 out of 100, according to the maiden monthly South African Customer Satisfaction Index (SAcsi).

Among a group of 20 countries, the industry results ranked the South African banking industry fifth in the world, with FNB named as South Africa’s banking industry leader.

Banking companies measured included Absa Group [JSE:ASA], Capitec Bank Holdings [JSE:CPI], FNB, Nedbank Group [JSE:NED] and Standard Bank.

South Africa’s mobile network providers ranked sixth in the world and achieved an overall satisfaction average of 77.3 by consumers.

MTN customers registered the highest scores of customer satisfaction against 8ta, Cell C, MTN Group [JSE:MTN] and Vodacom Group [JSE:VOD] were among the mobile networks measured.

“Each company was measured through telephonic and/or web-survey methods at a statistically reliable sample guideline of 270 respondents per measured company”, said SAcsi founder and CEO Adré Schreuder.

Schreuder explained that the results of the index bodes well for consumers.

"Now that customer satisfaction is being published, they will be under pressure to improve customer satisfaction,” he said.

SAcsi is a national economic indicator of customer satisfaction with the quality of products and services available to household consumers in South Africa.  It will be releasing new results every month, focusing on different industries.

 - Fin24

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nedbank  |  mtn  |  fnb  |  absa  |  capitec  |  banking  |  mobile



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