Service instrumentDemo data
CUSTOMER RECOVERY INDEX
Complaints are inevitable. Recovery is a choice. This index reads public complaint channels and measures whether a brand acknowledges, resolves and learns — not whether customers complain.
Presented byCustomer Recovery Index presented by FlowCRMDemo CRM partner · demo sponsor
About this sponsorship
FlowCRM funds the measurement panel. It cannot influence complaint sampling, resolution timing or published results — including its own clients’.
Recovery leader
Capitec
Recovery score 88
Open
Unanswered public questions
1,284
Across tracked channels this month
Fastest-rising complaint
In-app verification failures
up 74.0610 mentions
Fastest-rising praise
Same-day delivery windows
up 52.01290 mentions
Leaderboard
Recovery performance
| # | Company | Sector | Complaint volume | Acknowledgement | Response speed | Repeat issues | Resolution signals | Rating momentum | Recovery score |
|---|---|---|---|---|---|---|---|---|---|
| 1 | Capitec | Banking | 1,200 | 92% | 1h 0m | 8% | 74 | 2.4 | 88 out of 100 — strong band |
| 2 | FNB | Banking | 1,137 | 89% | 2h 7m | 10% | 72 | 2.0 | 85 out of 100 — strong band |
| 3 | Standard Bank | Banking | 1,074 | 86% | 3h 14m | 12% | 70 | 1.7 | 82 out of 100 — strong band |
| 4 | Absa | Banking | 1,011 | 83% | 4h 21m | 14% | 68 | 1.4 | 79 out of 100 — mid-market band |
| 5 | Nedbank | Banking | 948 | 80% | 5h 28m | 16% | 66 | 1.0 | 76 out of 100 — mid-market band |
| 6 | Discovery Bank | Banking | 885 | 77% | 6h 35m | 18% | 64 | 0.6 | 73 out of 100 — mid-market band |
| 7 | MTN | Telecom | 822 | 74% | 7h 42m | 20% | 62 | 0.3 | 70 out of 100 — mid-market band |
| 8 | Vodacom | Telecom | 759 | 71% | 8h 49m | 22% | 60 | -0.0 | 67 out of 100 — mid-market band |
| 9 | Telkom | Telecom | 696 | 68% | 9h 56m | 24% | 58 | -0.4 | 64 out of 100 — trailing band |
| 10 | Rain | Telecom | 633 | 65% | 10h 3m | 26% | 56 | -0.8 | 61 out of 100 — trailing band |
| 11 | Cell C | Telecom | 570 | 62% | 11h 10m | 28% | 54 | -1.1 | 58 out of 100 — trailing band |
| 12 | Checkers | Retail | 507 | 59% | 12h 17m | 30% | 52 | -1.4 | 55 out of 100 — trailing band |
Customer voice
What customers dislike most
Network outages · 3,890 mentions86.44444444444444
Call centre wait · 2,970 mentions66
Substitutions · 1,840 mentions40.888888888888886
Customer voice
What customers praise
Delivery speed · 4,210 mentions93.55555555555556
App simplicity · 3,180 mentions70.66666666666667
Fee transparency · 2,640 mentions58.666666666666664
Questions
Asked publicly, answered rarely
- · Is coverage available in my suburb?
- · What is the total monthly cost?
- · How long does porting take?
SponsoredIndependence disclosure
The Customer Recovery Index carries clearly labelled paid placement. This is paid promotional placement. Sponsorship does not affect independent rankings, scores, evidence or methodology.
Independent signal rankingEvery score, rank and evidence record on this surface is calculated from evidence only.