Most satisfied Internet banking users
Columinates latest SITEisfaction survey has revealed that FNB has overtaken Capitec with the most satisfied online banking customers.
The survey quizzed over 1,400 South African e-bankers on their online banking habits and attitudes, revealing that FNB came out on top with a SITEisfaction score of 75 (out of 100).
Capitec, which was top of the log in 2012 with a score of 70, dropped to 62, but remained in a strong second position.
Standard Bank and Nedbank tied for third with a SITEisfaction score of 50, while Absa trailed behind with a score of 36.
| Bank | 2012 Score |
2013 Score |
| FNB | 68 | 75 |
| Capitec | 70 | 62 |
| Standard Bank | 49 | 50 |
| NedBank | 48 | 50 |
| Absa | 39 | 36 |
| Overall Industry | 54 | 55 |
“FNB users are most likely to report that their e-banking is user-friendly, innovative and secure,” said Columincate CEO, Henk Pretorius.
“FNB has also succeeded in getting users to utilise more of the available services than other banking users.”
“This has positive implications for both the users who capitalise on the convenience of internet banking and for the bank to ensure greater customer loyalty,” he said.
How people use digital banking
According to the report, the most popular services online bankers make use of are:
- to apply for new banking products (59%) ;
- buy airtime (60% – up from 53%);
- buy data (29% – up from 23%);
- buy lottery tickets (19% – up from 13%).
The survey results show that the South African e-banking landscape has, in the last year, seen an increase in the number of customers who use mobile phones and tablets to do their banking.
Mobile phone banking, through both banking apps and phone browsers, has increased to 54% from 42% last year.
E-bankers who do their banking via tablets have risen to 17% compared to 10% last year.
“This trend is likely to continue with Absa’s recent mobile app release, which means that the traditional “big four” banks now all offer a mobile banking app,” Columinate said.
According to the survey, 44% of Capitec customers indicated that they intend to use a banking app should one be made available to them.
Capitec recently told BusinessTech that it would be releasing a dedicated banking app near the end of its current financial year.
According to Columinate, phishing and fraud remain top concerns for banking customers, saying that the number of users who have been a target of fraud has increased to over 50%.
2013 SITEisfaction infographics (click to open)
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Survey reveals most satisfied internet banking customers
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