1. © Ask Afrika, 2007 8 BOL Call Centre Client Satisfaction: 8.18 A mean score smaller than 7 indicates poor performance. There is a drastic need for improvement on all service levels. When the mean score is 7, the overall performance can still be improved upon. A mean score of 8 indicates that overall service is found to be good. A mean score higher than 9 indicates that overall service is considered excellent. Overall Satisfaction Need for improvement Scope for improvement Good performance 7 >9 Excellent performance 6 8.18 Sample 100 BOL Call Centre: Client Loyalty: 8.18

2. © Ask Afrika, 2007 Satisfaction of Service Attributes Base 100 Constructs The empathy and competence of our agents are valued by clients in the Business Online environment. Responsiveness is an area for improvement.

3. © Ask Afrika, 2007 Importance vs Satisfaction Responsiveness 7.66 Tangibles 8.44 Query Resolution 8.36 Competence 8.38 Product Needs 8.32 Reliability 8.36 Image 8.29 Empathy 8.50 Credibility 8.21 Ability of the agent to provide you with a comprehensive response if you have a query - 8.05 Overall time it took to complete your service request – 7.68 The accessibility of the agent with regard to the ease of getting through to them – 7.28 Importance I was not disturbed by the background noise in the Business Online call centre – 8.46 Pre-recorded voice prompts made it easier for you to reach the agent – 7.49 The quality to the telephone line during the conversation – 8.47 The query was resolved efficiently – 8.35 The query was resolved to my satisfaction – 8.36 Agent’s commitment to take ownership of your problem/query – 8.27 Professionalism of the agent – 8.56 Agent’s competence in the way s/he handled your request/problem – 8.38 Knowledge of the agent as pertaining/relating to your query or request – 8.40 Overall communication skills of the agent – 8.27 Current product you are using meets your needs – 8.45 Products provided by Standard Bank are of high quality – 8.43 Products provided by Standard Bank are better than those of other banks – 7.76 Ability of the agent to complete the request on time – 8.27 Accuracy of the information provided by the agent – 8.60 The agent’s ability to keep his/her promises – 8.12 Standard Bank employs experts in the Business Online call centre – 8.18 The level of trust you have in Standard Bank’s Business Online call centre – 8.37 Agent’s willingness to help – 8.48 Extent to which the agent provided you with personalised attention - 8.19 The agent taking enough time and not rushing you – 8.63 The agent’s understanding of your needs /request – 8.29 The courtesy (politeness) shown by the agent – 8.71 The friendliness shown by the agent – 8.71 Quality of the feedback you received from the agent – 8.13 Clarity with which the agent spoke to enable you to understand the conversation – 8.27 Efficiency with which the agent handled your request – 8.22 1 4 5 6 7 8 9 2 3 Performing below overall average of 8.25 The relative weight of importance of each of these attributes in relation to overall satisfaction was determined. Responsiveness was found to be the most important attribute. However, it is currently performing with an overall satisfaction rating of 7.66, indicating a key area of focus.