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Results 2003Final Results 2003When compared with the results of the American industries, it is apparent that on the surface, service levels in Banking and Telecommunications seem better in South Africa, than in America. This needs to be viewed in the light of the lower expectations that South African customers have of service, being easier to please. Furthermore, the ACSI explains that the drop in service levels in America, has been the business world’s way of minimising inflation by dropping service quality to reduce costs, and keep prices down. The SAS Index™ results for 2003 show an improvement for most of the companies surveyed, since 2001. In the Banking sector Standard Bank improved dramatically. Telecommunications and Banking customers have similar expectations of these industries. The Telecommunications companies are doing better than the Banks in respect of their value for money offering. The advent of Cell C has made a noticeable impact on the importance of value when satisfying customers. Value now contributes twice as much in determining what drives customer satisfaction in the Telecommunications industry, when compared with 2001. Regarding the quality of service offered as opposed to value, the banks are satisfying their customers to a greater extent than are the Network Operators. Vodacom and FNB are to be commended for their ability to satisfy their customers consistently in 2001 and 2003.  |