![\"Most](\"http:\/\/businesstech.co.za\/news\/wp-content\/uploads\/2014\/04\/Most-satisfied-banking-customers.jpg\")
<\/a>Most satisfied banking customers<\/p><\/div>\n
The study was conducted using an online survey between 15 \u2013 22 March, and 1,385 individuals were surveyed.<\/p>\n
\u201cWe measure the \u2018big 5\u2019 banks in South Africa, namely Absa, Capitec, FNB, Nedbank and Standard Bank, against a number of key drivers.”<\/p>\n
“These include ease of use, information and quality, trust, innovation, device flexibility, reasonable banking fees, and communication and assurance,\u201d explained Henk Pretorius, Columinate CEO.<\/p>\n
\u201cThis year Capitec scored the highest points in each category except for device flexibility, making them the overall winner of the survey,\u201d said Pretorius.<\/p>\n
For the first time, the use of apps was also investigated, though Standand Bank and Capitec were not taken into account in this segment.<\/p>\n
In terms of mobile app satisfaction scores, FNB took first position with 81%, followed by Absa at 79% and Nedbank was in third place with 77%.<\/p>\n
Online trends<\/h3>\n
The survey also analysed consumer trends that have emerged in the internet banking sphere over the last year:<\/p>\n
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- 29% of users share their internet banking account with another person, which in most cases is their spouse or partner (69%), followed by siblings (21%).<\/li>\n<\/ul>\n
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- Laptop or desktop computers remain the most preferred channel from which to access internet banking (96%), however the usage of smartphones and tablet devices is on the rise.<\/li>\n<\/ul>\n
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- The most common internet banking features used by customers remain making payments (96%) and general account management (93%).<\/li>\n<\/ul>\n
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- The overall targets of internet banking fraud have increased from 54% to 62% in the last year, and the actual victims of this fraud increased from 10% to 19% between 2013 and 2014.<\/li>\n<\/ul>\n
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- The overall targets of internet banking fraud have increased from 54% to 62% in the last year, and the actual victims of this fraud increased from 10% to 19% between 2013 and 2014.<\/li>\n<\/ul>\n
- The most common internet banking features used by customers remain making payments (96%) and general account management (93%).<\/li>\n<\/ul>\n
- Laptop or desktop computers remain the most preferred channel from which to access internet banking (96%), however the usage of smartphones and tablet devices is on the rise.<\/li>\n<\/ul>\n