Discovery Bank Rated #1 In The 2023 Ask Afrika Orange Index® For The Second Time
Discovery Bank Rated #1 In The 2023 Ask Afrika Orange Index® For The Second Time. In the Ask Afrika Orange Index 2023® released on Wednesday evening, South African banking customers, for the second year in a row, rated Discovery Bank as the bank with the best service experience in South Africa.
Hylton Kallner, CEO of Discovery Bank says: “This recognition makes us proud, especially since it comes directly from the clients we serve. Their vote of confidence in what we do matters most to us at Discovery Bank. It shows we are living, and achieving, our goal of putting our clients first, by creating a convenient and enjoyable experience that encourages our clients to manage their money well. We are immensely grateful to our clients for voting us the retail bank with the best customer servicing experience in South Africa – for the second time. Our teams work exceptionally hard to provide service that is consistently excellent and this recognition from our clients over two years, is confirmation of this.”
The Ask Afrika Orange Index was founded in 2001. It is the broadest and most widely referenced service excellence benchmark in South Africa. It measures customer satisfaction, emotional satisfaction, and loyalty to recognise companies that show exceptional performance across metrics such as servicing and problem resolution. This year, a total of over 48,000 interviews were completed across 32 industries.
Discovery Bank maintains its lead in the banking industry driven by both an increase in the service excellence experience and emotional connection. The Bank was given top marks across multiple fronts, including reliability, empathy, and reputation – it also achieved the highest service rating in the private banking category, which is a remarkable accolade and recognition for the Discovery Purple banking team.
“Being number one in service among retail banks in the Orange Index Awards, considering the metrics they look at, is an immense compliment. It can be difficult for financial institutions to achieve consistent service excellence and emotional connectedness. Across the metrics of the Index, there was an improvement year on year, and it showed that our customers feel understood, found our servicing team warm, personal, and flexible in how they handle queries. As a full-service, digital bank, we still provide a human touch.” said Kallner.
“Knowing we are exceeding expectations and building client trust, is invaluable as we continue to bring clients the future of banking, now – with exciting developments around integrated app services and the Discovery Bank Home Loan benefit, available from 2024. This will create an ecosystem of service excellence and benefits for our clients who are, or want to become, homeowners,” adds Kallner.
