Our customers and clients are at the centre of everything we do. SBG’s broad geographic footprint brings with it a diverse customer portfolio ranging from individuals and small businesses to large corporates and governments. We need a clear understanding of each of our customers’ needs and preferences, in order to provide an appropriately tailored service offering.
In South Africa, for example, we have over 4,4 million inclusive customers with transactional bank accounts, of which over half a million were new accounts opened in 2015. We hold 35% of the affordable housing market in South Africa – our loans in this market currently total approximately R23,8 billion. During 2015, we spent R1,3 million on borrower education, to help improve the financial literacy of our customers.
In CIB we continued with our Client Insight surveys, surveying 1 675 clients in 2015 achieving an average satisfaction score of 7,6 out of 10 across 15 African countries. Ghana achieved the best results, achieving the target score of 8.
The Genesis programme
This is a groundbreaking initiative aimed at identifying what really matters to our customers and delivering it to them quickly and simply. It involved our executive management team visiting bank branches and call centres. Through this process, one of the major customer frustrations we found was the inability to manage their electronic payment limits online. Our internet banking site and mobile app was altered to meet this customer need.
Refined client coverage model in CIB
CIB’s client engagement model, introduced in 2013, is focused on understanding clients’ businesses and the sectors they operate in. Each client is allocated a relationship manager who establishes a Client Service team, incorporating representatives from across CIB, to facilitate their banking requirements.
TCF is an approach to the supervision of financial firms introduced by the Financial Services Board. It requires us to ensure that treating customers fairly is embedded in our company culture and informs our decision-making, including product design, the marketing of financial products, the information we provide to customers, aspects of financial advice, the after-sale support we provide and the complaints procedure. TCF applies to all customer and client segments.See ‘shared value depends on our customers’
Customer complaints and redress
In South Africa, customers are able to lodge complaints through any PBB channel, including our website, call centres and branch network, and public platforms such as Hellopeter.com and social media. Complainants are given a reference number and an expected timeframe for feedback. Complaints that cannot be resolved at channel level are escalated to our centralised Service Recovery unit and the Complaints Resolution Centre. The centre ensures that complex and high reputational risk complaints are escalated for resolution. We have a dedicated social media service desk which monitors and responds to comments on social media platforms. The CEO Complaints mechanism, within our Complaints Resolution Centre, deals with grievances addressed or escalated to the chief executives. During 2015, 3 685 complaints (2014: 5 971) were received by this mechanism.
Complaints Resolution Centre 0860 101 101 or +27 11 299 4649.
New products and services
Township economic development dialogue (See ‘Ekasi rising’). Small businesses often lack access to funding, a sound business plan and the capacity to supply to a large organisation. The Standard Bank Supplier Development Programme is aimed at assisting potential black-owned and black women-owned suppliers in the tender process.
Consumer credit is a powerful tool for customers to realise their aspirations for a family home, a university education for a child, or a computer for a small business. Yet, irresponsible lending and borrowing can cause financial harm to customers. We support responsible lending practices by conducting affordability assessments and providing credit-related financial education.
Equator PrinciplesSee ‘Material focus: Withstanding economic headwinds
Combating financial crime
Ongoing research and the sharing of information through strategic partnerships assists us in building a current and proactive capability which enables us to be agile in our approach to combating financial crime.
We add value to our customers through our ability to detect and immediately remediate fraudulent transactions. An example of this is the 7 652 potential fraudulent activities reported through FraudStop in 2015 (6 185 in 2014).
South African Banking Risk Information Centre (SABRIC)
We are a member of SABRIC, an industry body established and funded by the major banks in South Africa, to assist banks and cash-in-transit companies in combating organised crime.
Stopping debit order fraud
In South Africa, we are working with the South African Reserve Bank (SARB), Payments Association of South Africa (PASA), and other banks to address the abuse of debit orders. Some of the steps being taken include:
0860 123 000
+27 11 299 4701
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