Acute Capital (Pty) Ltd · Analytics Intelligence
Customer Satisfaction
Dashboard
Dashboard
Key Performance Indicators
Overall Customer Satisfaction Index
69.2%
200 respondents surveyed
Good CSI score Overall Satisfaction Rate
69 %
↑ 138 of 200 respondents satisfied
Satisfied or Very Satisfied Brand Awareness
82 %
↑ SME Loans highest
StrongComplaint Resolution Rate
26 %
↓ 52 complaints raised
Needs ImprovementNet Promoter Score
+21
↑ 38% are promoters
GoodSatisfaction Distribution
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CSI Dimension Scores
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Insights & NPS
Automated Insight Summary
✓ Strength
Staff professionalism is the highest-rated dimension at 4.04/5.0 — Acute Capital's strongest competitive advantage and key driver of customer loyalty.
⚠ Watch
45% of respondents are passive NPS supporters. Converting passives to promoters through better communication could push NPS above 30 rapidly.
↑ Priority
Complaint handling scores lowest at 3.52. Only 61.5% of complaints are resolved. Loan processing delays are the single most common complaint category.
Net Promoter Score
+21
Good · 200 respondents
·
2024
▲ Promoters 38% Passives 45% ▼ Detractors 17%
