FNB has emerged as the Best Digital Bank in South Africa in the 2023 SITEisfaction survey conducted by Human8 (formerly InSites Consulting and Columinate).
Launched in 2012, the annual SITEisfaction survey measures customer satisfaction in digital banking services across South Africa. It is based on user feedback and rates internet- and mobile-banking platforms out of a possible score of 100. Users give feedback based on trust, ease of use and communication.
FNB is South Africa’s Best Digital Bank in 2023
FNB claimed the top spot as the Best Digital Bank in 2023 with a score of 73.94, according to a Human8 statement on Wednesday (25 October). Nedbank came second with a score of 72.09 followed by TymeBank with 69.76.
FNB and Standard Bank achieved the best scores (88%) when it comes to trust. “Standard Bank especially excels in establishing trust among mobile users (89%) by proactive communications about security efforts and threats, assuring users that their sensitive information is safe with Standard Bank,” Human8 said.
Regarding innovation, FNB also achieved the best score (83%), demonstrated by a “successful design revamp of the mobile application.” Nedbank and Discovery Bank came second and third, respectively.
Capitec topped the ease-of-use ranking in the Mobile Banking category (92%) “thanks to the simplicity of their application.” TymeBank, one of the two major digital-only banks in the survey, scored highest in the quality of information (90%) and transparent communication (90%).
Reacting to the survey, FNB’s Head of Digital Banking Giuseppe Virgillito said, “We are grateful for this outcome as it underscores our commitment to innovation and customer-centricity in the delivery of digitised financial and lifestyle services.”
The bank also won the top spot in the 2020 survey. It has also won numerous other accolades in recent months, including South Africa’s Most Valuable Brand in the BrandZ Top30 Most Valuable Brands by Kantar and the World’s Strongest Banking Brand by Brand Finance.