Human8 has released its 13th annual SITEisfaction survey evaluating customer satisfaction in South Africa’s digital banking sector. FNB has been named the best digital bank for 2024 with a score of 72.8, followed by Nedbank at 70.3 and Capitec at 69.9. The survey also highlighted key trends such as the critical importance of ease of use, functionality and effective communication for both internet and mobile banking users. Additionally, customers are now demanding seamless, trouble-free experiences and high-quality features, with banks like FNB, Nedbank, Capitec and Discovery already excelling in these areas. The survey also revealed that trust remains a top driver of satisfaction, particularly in mobile banking, with a growing emphasis on reliable and user-friendly platforms over flashy innovations. Additionally, the survey emphasised the need for banks to engage meaningfully with users by embedding customer experience within user experience, ensuring digital platforms are both functional and empathetic to user needs.
