Banks see strongest sentiment in a decade, but service gaps persist
Campaign-driven engagement boosted positivity across the industry, yet customer complaints around service, digital reliability, and trust highlight ongoing challenges for banks.
#customerexperience
South African insurers harness AI to spot risks sooner and serve clients better
From early-warning systems in liability cover to behaviour-based motor premiums, local insurers are adapting AI tools to South Africa’s unique risks.
FSCA probes complaint processes amid surprisingly low filing rates
A survey shows that only 8% of consumers lodged complaints with financial institutions between 2021 and 2023. Does this figure reflect genuine satisfaction or signal barriers in the complaint process?
How consumers feel about the country’s big retail banks
One digital bank emerges head and shoulders above the rest in the 2024 South African Banking Sentiment Index.
Discovery, Metropolitan, and Assupol shine at Orange Index Awards
The leading independent benchmark for customer experience is a localised strategic measure that directs and supports leadership decisions on customer relevance.
