Our clients
CLIENT CARE
Excellence in client service remains a strategic imperative for Nedbank Group. Having spent two years investing in understanding what clients want and value and gearing ourselves to deliver solutions that meet those needs, 2008 delivered tangible proof that our client service efforts are paying off, as the following results on our various service benchmarks demonstrate:
- The third annual CMAT™ assessment took place and, having secured our position as a top quartile CMAT™ company in 2007, 2008 saw us further improve our score and move into the top decile (10%) of companies around the globe.
- For the second year in a row Nedbank won the Ask Afrika Orange Index for the banking sector. Having been a marginal leader in 2007 we improved our overall score from 61% to 65% this year, putting five points between us and the second-placed bank. Equally important, we have improved our overall position across all industries from 32nd in 2007 to 19th in 2008.
- For the fourth year in a row Nedbank’s client satisfaction scores have seen a move upward.
- The year under review saw a further decline in rulings against Nedbank by the Ombudsman for Banking Services – 27% of cases were ruled against Nedbank during 2008 (2007: 30%).
- The number of client complaints recorded via our Client Complaints Tracker system (CCT) has increased when compared with 2007, an increase in line with our continued effort to promote the use of CCT with staff in our channels to allow for better tracking, analysis and actual resolution of complaints. Altogether 44 200 cases were logged during 2008 (2007: 40 922).
SUMMARY OF KEY SERVICE METRICS
| Continuous improvement on all client experience measures. | ||||||
| Metric | 2005 | 2006 | 2007 | 2008 | ||
| CMAT™ score | • N/A | • 36 | • 44 | • 50 |  |
|
| (Ave.) | (Top quartile) | (Top decile) | ||||
| Orange Index | • N/A | • 45 | • 32 | • 19 | |
|
| (#5 bank) | (#1 bank) | (#1 bank) | ||||
| Hello Peter | • N/A | • N/A | • 35% | • 44% | |
|
| (above-average case | (#3 bank) | (#1 bank) | ||||
| resolution): | ||||||
| Client | • 62,6%1 | • 64,6% | • 68,6% | • 74,1%² | |
|
| satisfaction | ||||||
| OBS rulings | • 52% | • 39% | • 30% | • 27% | |
|
| (against Nedbank ³): | ||||||
| Client complaints | • 20,721 | • 33,674 | • 40,922 | • 44 2004 |  |
|
| Ops metrics | • 80hrs | • 68hrs | • 49hrs | • 43hrs | |
|
| (eg HL application TAT): | ||||||
| 1 - | Score adjusted to allow for comparison with 2006 and 2007. |
| 2 - | New RBS definition: Branch, NCC and SBS only (compares to 73.0 in 2007). |
| 3 - | Reporting format from the Ombudsman office changed in 2007. Data adjusted to allow for comparison. |
| 4 - | An increase in complaints logged not necessarily a negative trend. Staff education has enabled better visiability of complaints and service issues, allowing for a more proactive approach to eradicating problems. |
Retail Client Experience Measurement framework
ASK ONCE
AskOnce remains at the core of our service positioning. After the exciting launch of the original AskOnce promises in September 2007, we launched the following five additional promises in July 2008:- We will actively manage our branch queues – if you feel that you have waited too long, please contact a branch manager to assist you.
- You will have the option to speak to a ‘real’ person at our contact centres.
- Our contact centres will call you back if your request is not resolved the first time.
- At your request we will always send you an SMS confirmation of your high-value transactions on your credit card.
- Your credit card will be delivered to your branch of choice, on time, every time.
We continue to put our money where our mouth is, and every time a client brings a broken promise to our attention we donate R50 to charity on his/her behalf. The initiative has seen us paying over R80 000 to charities since inception.
Supported by extensive marketing, awareness of AskOnce has increased significantly in the market place – from 13% at the beginning of 2008 to 38% by the end of September. Among our existing clients, awareness has almost doubled, from 32% to 61%.
We retain our sincere belief that our staff are at the centre of creating a great and memorable client experience. We therefore continue to invest in our staff in ways that ensure that they are able to deliver on the AskOnce promises.
| CLIENT SERVICE IN ACTION |
| ‘My wife has been a client of Nedbank for more than seven years, and she wanted to apply for finance for a new crèche through Nedbank again. Since the moment we met with Peter and started talking about the acquisition of a crèche, we were very pleasantly received and he was always very helpful and friendly. He seemed to understand the type of business my wife was in and was very efficient in getting the right structures in place for us to get the finance needed to buy the crèche. As a result we moved our home loan to Nedbank, which would definitely mean more business to come from our side to Nedbank in the future. If the crèche is successful, we will be looking to expand the business by buying more similarly sized crèches. We are grateful to Peter and Nedbank for this opportunity. We hope to have a long and mutually satisfying business relationship in the coming years.’ |
| ‘I have been a Nedbank client for 40-odd years, and this email serves to inform you of my utmost admiration for one of your staffmembers of Strydom Park, Sergio, who is always on hand to help with any query one has. More important, he has the knowledge and expertise to do so. He has always fulfilled any promise that he has made to me. He is a real hands-on teamplayer. It’s people like Sergio in the branches that make clients keep coming back.’ |
* Client names are kept confidential.
