Best and worst banks for online in South Africa

Columinate has released its 2016 SITEisfaction report, showing which South African bank offers its customers the best digital banking experience.

The 2016 results were based on a survey of 10,000 banking clients in South Africa, measuring customer satisfaction with digital banking services, including internet banking and mobile banking.

All five major banks currently offer at least five different ways of banking digitally, prompting the SITEisfaction survey to look at banks’ digital (online and mobile banking platforms) satisfaction as a whole.

FNB emerged as the winner overall, scoring 80 out of a possible 100, putting it firmly in the lead of the competitors.

“FNB has consistently delivered the best experience in local digital banking. For four out of the five years, FNB has won the best online banking service and has also won best mobile and overall digital bank for the two years that these aspects have been tracked,” Columinate said.

The group has been running the survey since 2012, with FNB and Capitec alternating wins. When the survey launched in 2012, Capitec’s satisfaction score was tracked, but it was not included in the ‘official’ rank, due to the low number of Capitec clients voting.

Absa has remained at the bottom of the rankings in every survey.

Bank 2012 2013 2014 2015 2016
FNB 68% 75% 69% 75% 80%
Capitec 70% 62% 71% 62% 69%
SA average 54% 55% 57% 61% 64%
Standard bank 49% 50% 56% 66% 61%
Nedbank 48% 50% 48% 50% 59%
Absa 39% 36% 39% 39% 54%

Digital satisfaction

More on bank satisfaction

2015: Best and worst banks in SA

2014: Most satisfied banking customers in SA

2013: Most satisfied Internet banking users

2012: Survey reveals most satisfied internet banking customers

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Best and worst banks for online in South Africa