New and Improved Arvato Customer Experience (ACE) CSI System

Dear Arvato CSI Customers,

In May 2013 our Arvato Customer Experience (ACE) CSI System for was introduced in South Africa. A new, more effective option was born, to capture and display your customers’ satisfaction levels - for only a third of the price of other systems. May 2018 will mark the 5th anniversary of the ACE CSI System… and we will STILL not increase our monthly flat fee of R 780 plus VAT (regardless of the number of your OEM approvals).

This short newsletter only serves to inform you about the new and improved version of ACE, which will go live on the 5th of March 2018. This means that you will not have online access to your old CSI results from this time onwards anymore. Your log-in information and all system functionalities will stay the same though.

Our system update comprises of the following improvements:

  1. We shortened the overall customer questionnaire from a maximum of 22 questions to only 12 questions (without sacrificing any of the survey’s accuracy & usability. It will still be OEM compliant).
  2. We removed unnecessary MBR related questions to keep things short and simple for your customers.
  3. We have added some additional insurance related questions (often customer complaints are caused by the insurance company and not the MBR).
  4. We added a net promoter score question (as this is the international gold-standard of measuring customer loyalty).

Due to the fact that less questions will be reported on, we needed to remove historic results from our online reporting tool. This is the reason that you will not be able to select any date ranges from before the 5th of March 2018 anymore. If historic results will be needed, please feel free to contact us and we will gladly supply them accordingly.
If you have any questions or are not sure how this change will affect you, please feel free to email

Thank you and we wish you a prosperous and successful 2018.

The Arvato Team

Our mailing address is:
Office: 041 99 55 200