The South African Customer Satisfaction Index
Who has the most satisfied customers and how do you compare to your competitors?
The South African Customer Satisfaction Index (SA-csi) is an independent national benchmark of customer satisfaction of the quality of products and services available to household consumers in Africa.
SA-csi is the first internationally benchmarked independent, comprehensive national customer satisfaction index in Africa.
With a license agreement with the well-established American Customer Satisfaction Index, the SA-csi has global scientific credibility and proven causal links to business performance.
Impact on business performance
As measured by the SA-csi's methodology, an organization's customer satisfaction performance provides a predictive indication of how well the firm will perform in terms of future revenue and earnings growth.
Scientific, predictive model
The SA-csi is a causal model that links customer expectations, perceived quality, and perceived value to customer satisfaction (the SA-csi score), which in turn is linked to customer complaints (and recovery) and customer loyalty intentions.
Which customers have customers so loyal that they can charge a premium. Overall, the SA-csi will comprehensively predict customer buying behaviour, retention, and growth.