Best bank for Internet and smartphone banking in South Africa

Columinate has released the results of its fifth annual Internet Banking SITEisfaction survey, which revealed the best digital bank, Internet banking site, and mobile banking experience in South Africa.

“The survey is a measure of customer satisfaction with digital banking services in South Africa. The study has put questions to close to 10,000 Internet banking users, focusing on the trends that shape the digital banking industry,” said Columinate.

The survey revealed that 22% of Internet banking users have only used this form of banking for two years or less.

“Despite having access to the Internet, many consumers have still not embraced this form of banking. Lack of trust (36%) remains the top reason why banked and connected customers do not make use of Internet banking.

Best digital bank in South Africa

FNB took first place in the best digital bank category, which measured online and mobile banking platforms satisfaction as a whole.

The results – along with each bank’s SITEisfaction score – are:

1. FNB – 80
2. Capitec – 69
3. Standard Bank – 61
4. Nedbank – 59
5. ABSA – 54

“For four out of the five years, FNB has won the best online banking service and has also won best mobile and overall digital bank for the two years that these aspects have been tracked,” said Columinate.

Best Internet banking site

This category focussed on the banks’ Internet banking websites.

1. FNB – 78
2. Capitec – 63
3. Standard Bank – 52
4. Nedbank – 52
5. ABSA – 37

Best mobile banking experience

This category looked at all the mobile banking solutions banks offer, from apps to mobi-sites for both mobile phones and tablets.

1. FNB – 81
2. Capitec – 72
3. ABSA – 70
4. Standard Bank – 70
5. Nedbank – 66

The infographic below details the results of the report.

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