Stanbic Bank Botswana was announced as a 2021/2022 Winner of the Botswana Service Excellence Awards (BSEA) for Customer Service Excellence in the Banking sector by the Chartered Institute of Customer Management (CICM). The awards celebration was held on the 20th of October in Gaborone and serves as an affirmation of Stanbic Bank’s continuous dedication towards enhancing customer experience and satisfaction, in line with the Bank’s strategy.
Acknowledging the award, Stanbic Bank Head of Consumer and High Net Worth Clients, Ms. Portia Motshegare, said, “We are humbled by our customers’ feedback, their trust in us and support for us. They are indeed catalysts for our success. I would like to dedicate this award to our customers for their loyalty and also dedicate it to the hard work and commitment of our staff. Their unrelenting focus on ensuring customer satisfaction and drive to always go the extra mile to deliver client value are truly impactful. It is with great pride that we receive this award and we look forward to serving our customers with excellence further.”
The CICM hosts the Awards annually, engaging trained researchers to conduct mystery shopping and calling exercises with nominated organisations for an unfiltered and first-hand customer service experience assessment with each respective brand. Amongst the areas considered are key customer service attributes, including product quality, service speed, after-sale service, customer friendliness, query management, proximity to customers and frequency of customer engagements. On the analysis of findings, an independent, diverse and complementary team of adjudicators from various sectors and professions gather to validate the robustness, accuracy, fairness and credibility of the customer satisfaction survey prior to announcing award recipients.
Stanbic Bank Botswana’s customer focus strategy is a key fundamental of the Bank’s overarching corporate strategy. This comprises investment in innovative solutions infrastructure and digital transformation, coupled with extensive staff training, to help ensure that the desired experience of customers is enjoyable, convenient and rewarding.
“Botswana is our home; we drive her growth. To do this, we know we need to heed and even anticipate customer wants and needs and then evolve to ensure we not only deliver, but deliver quality customer service. This is a great mark of assurance that we are on the right path for our customers, and we know the journey is far from over; and so, we commit to continuing to do better and make dreams possible for our customers and stakeholder. It Can Be, and it will be!” concluded Motshegare.