Standard Bank tops multiple categories for customer experience
Standard Bank has been recognised as a leader in customer experience, receiving top honours in six categories in the prestigious Customer Experience (CE) Index compiled by the University of Pretoria.
The 2024 CE Index results showcase Standard Bank's commitment to putting customers first, solidifying its position as a leader in the South African banking landscape. The accolades include the following:
- Shared Industry Winner in Consumer Banking
- No 1. in Channel Experience for Branch, Contact Centre and Banking App
- Best in Product for Credit Card and Home Loans
Experiencing the winning difference
In today's competitive market, customer experience is paramount, as every interaction, from paying a bill on our Banking App to calling our Contact Centre, shapes a customer's perception.
Customers look for seamless, personalised, and convenient interactions across all channels. At Standard Bank, we understand the value of consistency and connection in delivering a superior omnichannel experience. From using insights to develop customer-centric products and services, to cultivating a reputation for service excellence that builds strong, lasting relationships, we aim to foster trust and understanding with our customers.
“Our clients are at the heart of everything we do. That's why for us customer experience isn’t just about service; it involves building trust and partnering with our clients to understand and meet their diverse needs. Being recognised as one of the industry leaders in customer experience is a testament to our commitment to excellence. From digital innovation to in-branch service, we will continue to raise the bar to make a meaningful impact in our clients’ everyday lives. This achievement is not just ours—it belongs to every client who chooses to bank with us. Siyabulela.” says Funeka Montjane, CEO of Personal and Private Banking, Standard Bank Group.
The Customer Experience Index
The CE Index is a rigorous, scientifically validated study that measures customer experience across various industries. Conducted by the Chair in Customer Experience Management, Department of Marketing Management at the University of Pretoria, it delves into key aspects that shape customer perceptions, including customer expectations, quality of experience, perceived value, loyalty behaviours, and emotional dimensions of customer interactions.
The CE Index provides a valuable benchmark for businesses, highlighting areas of strength and opportunities for improvement in delivering exceptional customer experiences.
Looking ahead
These results are a testament to the hard work and dedication of the entire Standard Bank team, who strive to deliver exceptional service at every touchpoint, as well as the continued trust and support from our loyal customers.
We remain focused on continuously improving the customer experience. We do this by keeping our customers at the heart of our business and investing in technology, training, and efficient processes.
*Shared Industry Winner