Our customer

We aim to delight our customer with every interaction she has with us. Whether we are making a call to let her know about a new product or loan offer, producing new marketing material, designing a new communications platform, arranging for payment or taking care of the delivery, we put her first.

As we have no face-to-face interaction with customers, we recognise that our people are key to ensuring her experience with us is a good one. Our call centre agents are continually assessed and coached to deliver top class service, whilst our Internet and mobi sites are designed to make shopping, or managing their account with us, a pleasure – one that our customers will recommend to their friends and family.

We believe that our nearly 30 years of putting our customers first is a driver of our customers’ demonstrated loyalty and a key attribute to our business success.

Here are some facts about our customers:

  • We currently have a database of over 2 million customers.
  • Over 80% of our business is with existing customers of known credit standing.
  • 90% of our customers live in South Africa.
  • 85% of our customers are women, are primarily between the ages of 25 and 45, and have a monthly average income of R7 500.
  • This urban mass market (LSM 4-8) comprises over 70% of South Africa’s population.
  • Our customers continue to move up the LSM levels through increased urbanisation, higher wages, improved standards of living and growing home ownership.

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