Articles

What’s SAcsi been up to?

Level 1
Level 2
Level 3
by ConsultaPanel Team, 01 Aug 2013


It’s been almost a year since SAcsi was launched. Find out which industries have already been measured.

What’s SAcsi been up to?

It’s been almost a year since South African Customer Satisfaction Index (SAcsi) was launched. If you’re not familiar with this index, here’s a quick overview of what it’s all about (and what has already been achieved!):

SAcsi is a national economic indicator of customer satisfaction regarding the quality of products and services available to household consumers in South Africa. SAcsi is the only South African company to hold a licence from the acclaimed American Customer Satisfaction Index (ACSI) and now forms part of a group of 20 country licence partners worldwide. Its patented system is the only benchmark model that allows licence partners to match the statistical models used to generate ACSI results.

The maiden SAcsi Index results were released in February stating that the banking industry achieved an overall satisfaction average of 77.6 out of 100. The banking companies measured were ABSA, Capitec Bank, FNB, Nedbank and Standard Bank. Together with the banking industry measured; the mobile networks industry achieved an overall satisfaction average of 77.3 out of 100. Mobile networks measured were 8ta, Cell C, MTN and Vodacom.

The second round of SAcsi Index scores were released at the end of March, which included a variety of industries. The short term insurance industry was measured, with Santam and Mutual & Federal leading the short term insurance industry in terms of customer satisfaction. The second measurement evaluated customer satisfaction in the mobile telecoms retail stores industry. Customers gave the mobile telecoms retail stores industry an average satisfaction score of 74.8 out of 100, Vodacom scored 4.1% higher and MTN scored 1.7% higher than the average. The gaming industry was also measured and achieved similar scores.

The last measurement scores were released in May 2013 rating both the supermarket and fuel industries. South African consumers gave supermarkets a customer satisfaction score of 79 out of 100. Petroleum service stations were also rated by their customers and received 81 out of 100, South Africa’s highest customer satisfaction industry score to date. The supermarkets measured were Woolworths, Pick n Pay, Spar, Checkers and Shoprite; all of which were selected by market share, with Woolworths being the industry leader. The fuel service stations measured were BP, Caltex, Engen, Sasol, Shell and Total; all of which were selected by market share. Caltex and Shell currently share the industry leader position.

SAcsi will be at the forefront of many changes and a shift towards greater customer satisfaction. Some of the industries that have already been measured include mobile networks, the banking industry, life insurance sector, full-service restaurants, laptops, motor vehicles, soft drinks and retail stores. The Index is the platform you have been waiting for in order to contribute your opinion and perspectives on how local industries are performing. For more information regarding the SAcsi as well as Consulta Research, please visit the websites by clicking on the links above. 

Consulta is involved in numerous projects, to read more about one of our experts, please click here.












Articles

Level 1
Level 2
Level 3
1-10 out of 31 1 2 3 4 
An Error has occurred, please try again later

123movie