Big changes hitting bank branches across South Africa
South African consumers are bridging the gap between digital and in-branch banking through increased use of self-service kiosks.
Although digital banking continues to grow rapidly in South Africa, Nedbank’s transaction data shows that many consumers still value physical and assisted banking services.
Nedbank said that consumers favour physical interactions, especially for complex transactions and when opening accounts.
The Big Four bank said that its self-service banking kiosks process over half a million transactions each month, highlighting the continued role of assisted and hybrid banking channels.
While Nedbank has steadily reduced its branch network from 572 in June 2020 to 546 by the end of the 2025 reporting period, its self-service kiosk network has expanded to 581 devices.
These devices are found across its Nedbank branches and selected Boxer retail stores, offering clients access to over 60 banking services.
This includes account opening, card issuing, payments, loan applications, and document printing.
Nedbank said that usage data shows a strong uptake among entry-level banking clients, who account for 56% of new cards issued, followed by emerging middle-market clients.
It noted that the data reflects a broader trend, where many clients still prefer a blend of digital convenience and physical support, particularly for key financial decisions.
“South Africans are increasingly comfortable with using digital channels, but many still want the reassurance of a physical banking environment,” said Preni Naidoo, Executive for Cash and Self-Service Banking at Nedbank.
“We are seeing strong year-on-year growth in kiosk transactions, as clients appreciate the ability to complete banking tasks independently while still having employees available nearby if they need assistance.”
One of the main features is instant card issuing, allowing clients to open an account and receive a personalised card in under 10 minutes.
Around 70% of instant-issued cards at Nedbank branches are dispensed via self-service kiosks, reducing client waiting times.
Self-service technology grows
“Self-service technology provides a bridge between fully digital banking and traditional branch banking,” said David Schwegmann, Divisional Executive for Consumer Banking Channels at Nedbank.
“Many clients still value human support when navigating financial services, particularly those who may have lower digital confidence. Assisted self-service helps build that confidence while giving clients greater control over how they bank.”
The bank added that industry trends point to hybrid models becoming more important as banks look to balance cost efficiency, digital adoption and financial inclusion.
Nedbank said that markets including Singapore and India have introduced self-service banking lobbies and digital experience centres to blend digital and human assistance.
Locally, the approach may also help extend banking access to communities where digital connectivity or literacy remains uneven.
Closer to home, GoTyme Bank, formerly known as TymeBank, quickly established its physical presence through self-service kiosks across the country, growing to 12 million customers in just seven years.
Nedbank said that self-service banking delivers operational efficiencies, such as card dispensing through kiosks, which can be up to 37.5% cheaper than through traditional branch processes.
“Digital banking will continue to grow, but physical access points will remain important in the foreseeable future, particularly where clients want reassurance, guidance or immediate service,” said Naidoo.
“Our focus is on giving clients choice in how they bank, whether that is fully digital, assisted self-service, or in-person support.”
Another area that shows the weight banking customers place on branches is the widespread popularity of Home Affairs’ services at bank branches.
With Capitec joining Home Affairs’ partnership, the number of branches offering Home Affairs services has grown rapidly to over 100 across the country.
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