18 February 2010
User feedback on getclosure suggests that SA banks are upping their game when it comes to customer service.
Two thirds of consumers who used getclosure to submit complaints against the big four banks in 2009 rated the complaint handling and outcome positively.
Congratulations to Nedbank, leading the pack in terms of complaint resolution. Three quarters of their customers being Satisfied, Pleased or Elated with the outcome of their complaints.
Interestingly, more consumers rated FNB positively when it comes to the handling of the complaint, with two thirds giving them the thumbs up.
Here are the results for the big four banks from January – December 2009:
| Bank |
% of consumers satisfied or better with complaint outcome |
% of consumers satisfied or better with complaint handling |
| Nedbank | 75% | 61% |
| FNB | 66% | 66% |
| ABSA | 61% | 61% |
| Standard Bank | 52% | 51% |
Click here to see how these banks measure up to other financial service providers in our five star customer centricity ratings.
