How does your bank measure up in terms of customer service?
22 February 2010
Customer service is always a hot topic at getclosure. Not surprisingly, we receive a constant stream of complaints and compliments on the service people receive from companies!
A recent report by financial comparison website Justmoney had some interesting things to say about customer service in the banking industry. In this newsletter we take a look at what getclosure users tell us about customer service at the Big Four banks.
Do SA Banks take customer service seriously?
Customer feedback is an essential part of any business; and the banks that use this feedback to make real and tangible changes are the ones that will gain a competitive advantage.
According to results from the recent Justmoney survey, two thirds of users who claimed to have moved banks in their lifetime said it was due to low levels of service, making it the number one reason for switching banks.
This ties in with the fact that almost half of the banking complaints submitted on the getclosure site last year were about ‘poor service’. To add insult to injury, four out of five of these consumers had already jumped through the banks’ call centre hoops in an unsuccessful attempt to resolve their issue before using the getclosure complaints management platform.
On a positive note, several of the major banks are aware of this and have already taken active steps to engage with their customers outside of traditional call centres by using platforms like Twitter, customer service blogs such as FNB’s How can we help you?, and the getclosure platform.
User feedback indicates that two thirds of consumers were satisfied or better with the outcome of their banking complaints on getclosure. This is a positive indication that complaints are being dealt with effectively once they reach an appropriate person.
The bottom line is that if banks want to retain their customers, they need to start listening to them and engaging with them rather than marketing to them. With the rise of social media platforms, you could argue that banks don’t really have a choice in the matter as conversations about their brands are happening online, with or without their participation!
Read more about consumer ratings of SA Banks.
Top Rated SuppliersCongratulations to all the suppliers which have received positive feedback via getclosure over the past month. A particular mention must go to the
Compliment of the Week winners: Patio Warehouse, Nedbank, Hyundai and Sterns for their outstanding service.
If you’ve experienced great service recently, click here to submit your compliment and add it to our list of top-performing suppliers.
Submit a Complaint
On the flip side, if you have experienced poor service or have purchased a sub-standard product, click here to submit your complaint. We will deliver the complaint to the supplier and prompt them to respond to you.
If you have any questions or would like to find out more about our services, please email our team at
info@getclosure.co.za.
