Mediocre Service

Standard Banks' drive to digitization has seen a clear reduction in their branch network, with the closure of some channels and optimization of others. Unfortunately this drive has created customer service issues, in that customers are still forced to visit branches to renew and obtain expired debit cards. This process clearly needs reviewing, as it has now become very inconvenient to visit a branch just to find yourself queuing for hours, with limited consultants to assist. At the very least, deploy sufficient staff over peak periods or as and when the need arises, even better, take a page from one of your competitors and provide a courier service. Some customers will even pay for such a service. It should ultimately be the customers choice to visit a branch or not.