Capitec Bank remains South Africa’s most loved bank.
This is according to the latest (Q4/2017) Consulta Customer Satisfaction Index.
The bank grew its satisfaction score to 85.3 points, a whopping 8.3 points above the industry average.
It's the fifth year in a row that Capitec Bank had the most satisfied customers.
Capitec Bank’s impressive customer satisfaction score comes despite ongoing attacks on the bank by short-seller Viceroy Research.
Capitec Bank has continued to acquire market share from the ‘Big Four’ banks in recent years, reportedly having a 9.3 million customer base mid-2017, second only to Standard Bank. In fact, its lowest score in the last three years is still higher than this year’s industry average, and higher than any score achieved by the other banks in the survey.— Professor Adré Schreuder, Consulta
Consulta’s 2017 sample included 13 099 bank customers across various segments who were randomly selected to participate in the survey.