Survey reveals most satisfied internet banking customers

A new survey by online market research specialists, Columinate, has revealed that FNB and Capitec clients are the most satisfied when it comes to Internet banking.

The research survey was aimed at assessing the Internet banking habits and behaviours of clients, as well as the overall levels of satisfaction of Internet banking customers with the online offerings of their banks.

The survey was conducted amongst 1353 respondents from 21 February to 15 March 2012, and only banking customers that made use of Internet banking qualified to participate.

South African banks were measured on many critera which formed an overall ‘SITEisfaction score’ – a measure of the level of satisfaction banking customers affiliated with their respective banks’ offerings.

The results of the survey were as follows:

Bank Score
Capitec 70
FNB 68
Standard Bank 49
Nedbank 48
Absa 39

While Capitec Bank’s satisfaction measure actually came out on top, the number of Capitec customers included in the survey did not reach the minimum sample size to be included as a contender for the top spot, making FNB the overall winner.

The survey also revealed a few interesting facts about Internet banking users’ online habits:

  • 88% of respondents indicated that they use Internet banking mainly for viewing balances and making beneficiary payments.
  • 72% used Internet baning to access bank statements 72%
  • 66% for making inter-account transfers
  • 53% for setting up recurring beneficiary payments
  • 53% to buy cellphone airtime
  • 5% of those surveyed made use of online share trading or foreign exchange services
  • 85% spend less than 20 minutes logged in to their Internet banking service

Columinate co-founder Henk Pretorius said that these results show an opportunity for banks to better engage their customers online.

“The survey results show that very few Internet banking customers currently utilise this electronic medium for much more than basic banking functions,” explained Pretorius.

“With only 24% of users saying they use their Internet banking facility to communicate with their bank, this must surely represent an opportunity for banks to find ways to better connect digitally with their customers,” he concluded.

Click through to view an infographic of the survey results:

Click image for full inforgraphic

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Survey reveals most satisfied internet banking customers