{"id":37484,"date":"2013-05-10T13:55:11","date_gmt":"2013-05-10T11:55:11","guid":{"rendered":"http:\/\/businesstech.co.za\/news\/?p=37484"},"modified":"2013-05-10T13:55:11","modified_gmt":"2013-05-10T11:55:11","slug":"most-satisfied-internet-banking-users","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/banking\/37484\/most-satisfied-internet-banking-users\/","title":{"rendered":"Most satisfied Internet banking users"},"content":{"rendered":"<p>Columinates latest SITEisfaction survey has revealed that FNB has overtaken Capitec with the most satisfied online banking customers.<\/p>\n<p>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).<\/p>\n<p>Capitec, which was top of the log in 2012 with a score of 70, dropped to 62, but remained in a strong second position.<\/p>\n<p>Standard Bank and Nedbank tied for third with a SITEisfaction score of 50, while Absa trailed behind with a score of 36.<\/p>\n<div class=\"table-responsive\"><table class=\"table\" width=\"100%\" border=\"1\" cellspacing=\"0\" cellpadding=\"5\">\n<tbody>\n<tr>\n<td valign=\"top\" bgcolor=\"#CCCCCC\"><strong>Bank<\/strong><\/td>\n<td valign=\"top\" bgcolor=\"#CCCCCC\"><strong>2012 Score<br \/>\n<\/strong><\/td>\n<td valign=\"top\" bgcolor=\"#CCCCCC\"><strong>2013 Score<br \/>\n<\/strong><\/td>\n<\/tr>\n<tr>\n<td>FNB<\/td>\n<td>68<\/td>\n<td><span style=\"color: #008000;\"><strong>75<\/strong><\/span><\/td>\n<\/tr>\n<tr>\n<td>Capitec<\/td>\n<td>70<\/td>\n<td><span style=\"color: #ff0000;\"><strong>62<\/strong><\/span><\/td>\n<\/tr>\n<tr>\n<td>Standard Bank<\/td>\n<td>49<\/td>\n<td><span style=\"color: #008000;\"><strong>50<\/strong><\/span><\/td>\n<\/tr>\n<tr>\n<td>NedBank<\/td>\n<td>48<\/td>\n<td><span style=\"color: #008000;\"><strong>50<\/strong><\/span><\/td>\n<\/tr>\n<tr>\n<td>Absa<\/td>\n<td>39<\/td>\n<td><span style=\"color: #ff0000;\"><strong>36<\/strong><\/span><\/td>\n<\/tr>\n<tr>\n<td>Overall Industry<\/td>\n<td>54<\/td>\n<td><span style=\"color: #008000;\"><strong>55<\/strong><\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<p>&#8220;FNB users are most likely to report that their e-banking is user-friendly, innovative and secure,&#8221; said Columincate CEO, Henk Pretorius.<\/p>\n<p>&#8220;FNB has also succeeded in getting users to utilise more of the available services than other banking users.&#8221;<\/p>\n<p>&#8220;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,&#8221; he said.<\/p>\n<h3 class=\"my-4\">How people use digital banking<\/h3>\n<p>According to the report, the most popular services online bankers make use of are:<\/p>\n<ul>\n<li>to apply for new banking products (59%) ;<\/li>\n<li>buy airtime (60% &#8211; up from 53%);<\/li>\n<li>buy data (29% &#8211; up from 23%);<\/li>\n<li>buy lottery tickets (19% &#8211; up from 13%).<\/li>\n<\/ul>\n<p>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.<\/p>\n<p>Mobile phone banking, through both banking apps and phone browsers, has increased to 54% from 42% last year.<\/p>\n<p>E-bankers who do their banking via tablets have risen to 17% compared to 10% last year.<\/p>\n<p>&#8220;This trend is likely to continue with Absa&#8217;s recent mobile app release, which means that the traditional &#8220;big four&#8221; banks now all offer a mobile banking app,&#8221; Columinate said.<\/p>\n<p>According to the survey, 44% of Capitec customers indicated that they intend to use a banking app should one be made available to them.<\/p>\n<p>Capitec recently told BusinessTech that it would be releasing a dedicated banking app near the end of its current financial year.<\/p>\n<p>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%.<\/p>\n<div id=\"attachment_37487\" style=\"width: 610px\" class=\"wp-caption aligncenter\"><a  data-lightbox=\"post-image\" href=\"http:\/\/businesstech.co.za\/news\/wp-content\/uploads\/2013\/05\/SITEisfaction-infographic-2013.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-37487\" class=\"size-full wp-image-37487\" alt=\"2013 SITEisfaction infographics (click to open)\" src=\"http:\/\/businesstech.co.za\/news\/wp-content\/uploads\/2013\/05\/SITEisfaction.png\" width=\"600\" height=\"400\" srcset=\"https:\/\/businesstech.co.za\/news\/wp-content\/uploads\/2013\/05\/SITEisfaction.png 600w, https:\/\/businesstech.co.za\/news\/wp-content\/uploads\/2013\/05\/SITEisfaction-300x200.png 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/a><p id=\"caption-attachment-37487\" class=\"wp-caption-text\">2013 SITEisfaction infographics (click to open)<\/p><\/div>\n<h3 class=\"my-4\">More on banking<\/h3>\n<p><a title=\"Survey reveals most satisfied Internet banking customers\" href=\"http:\/\/businesstech.co.za\/news\/internet\/9511\/survey-reveals-most-satisfied-internet-banking-customers\/\"><strong>Survey reveals most satisfied internet banking customers<\/strong><\/a><\/p>\n<p><strong><a title=\"Permalink to FNB a digital-only bank?\" href=\"http:\/\/businesstech.co.za\/news\/banking\/37479\/fnb-a-digital-only-bank\/\" rel=\"bookmark\">FNB a digital-only bank?<\/a><\/strong><\/p>\n<p><strong><a title=\"Permalink to Is Capitec really the 4th biggest bank in SA?\" href=\"http:\/\/businesstech.co.za\/news\/banking\/37442\/is-capitec-really-the-4th-biggest-bank-in-sa\/\" rel=\"bookmark\">Is Capitec really the 4th biggest bank in SA?<\/a><\/strong><\/p>\n<p><strong><a title=\"Permalink to Biggest SA banks shock\" href=\"http:\/\/businesstech.co.za\/news\/banking\/37411\/biggest-sa-banks-shock\/\" rel=\"bookmark\">Biggest SA banks shock<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Columinate&#8217;s SITEisfaction survey has revealed which bank has the most satisfied Internet banking customers.<\/p>\n","protected":false},"author":10,"featured_media":37485,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[961],"tags":[29,1798,101,76,26,2322,1799,499,861],"class_list":["post-37484","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banking","tag-absa","tag-capitec","tag-columinate","tag-fnb","tag-headline","tag-internet-banking","tag-nedbank","tag-standard-bank","tag-survey"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/37484","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=37484"}],"version-history":[{"count":6,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/37484\/revisions"}],"predecessor-version":[{"id":37595,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/37484\/revisions\/37595"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/37485"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=37484"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=37484"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=37484"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}