FNB tops SA customer satisfaction survey

2016-05-13 10:28 - Duncan Alfreds, Fin24
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FNB. (Duncan Alfreds, Fin24)


Cape Town - First National Bank (FNB) has been crowned the top digital bank in a national survey focused on mobile banking.

The SITEisfaction survey polled 10 000 South Africans on digital banking in SA and found that just 22% of customers have used digital platforms for two years or less.

“The point for digital banking is that there are always going to be newer and less experienced users that have to be catered for,” said Dr Henk Pretorius, chief executive of Columinate which conducted the survey.

“Making sure that platforms are at once easy for new users to learn, and sophisticated enough for experienced users, is an important balancing act,” he added.

FNB, which was the first bank to launch a mobile application, emerged as the winning bank by scoring 81 out of a possible 100.

Banking disruption

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Capitec came is second at 69 and Standard Bank dropped to third following interruptions to its digital banking platforms which caused customer dissatisfaction, said Columinate.

“FNB’s dominance is clear across all areas of the digital banking experience. FNB delivers a better experience compared to other banks in almost all of the key drivers of satisfaction in online banking. FNB also consistently had the highest feature usage amongst its customer base,” said Pretorius.

FNB on Friday said that it was intent on creating disruption in the industry where customers are increasingly shifting to mobile devices.

“Radical Innovation serves as a guide for us to become and remain top of mind to our customers when it comes to any financial services value propositions or solutions,” said Yolande Steyn newly appointed head of FNB Innovators, and former chief of eWallet.

In the mobile banking category FNB led Capitec, Absa and Standard Bank. Nedbank came in last place with 66.

“Absa has traditionally always placed last in internet banking satisfaction, the picture is slightly different for the bank’s mobile banking offering. When looking at mobile banking as a whole, the bank places third, with users showing high levels of satisfaction with the bank’s app in particular,” Pretorius said.

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