First National Bank has been voted South Africa’s best digital bank in a 2020 survey, beating out competitors in terms of overall customer satisfaction in the mobile banking and internet banking categories.

Conducted for the last nine years, the survey benchmarks internet banking as well as app and customer experience.

“Our consistent approach to digital banking has provided customers with an innovative, contextual and an agile banking experience,” FNB chief marketing officer Faye Mfikwe said in a statement.

 Photo: Dylan Jacobs/African News Agency (ANA)

“Our banking processes have evolved to one that can operate through challenging market conditions with changing consumer perceptions, sentiment and dynamics. Through this we have delivered platforms that have been pivotal in driving the brands digital platform success.”

Mfikwe said banking behaviour had changed tremendously in recent years, with much focus placed on simplicity and access to solutions for 24 hours a day and seven days a week. 

The SITEisfaction® survey is the foremost study on digital banking in South Africa and major banks rely on it for an assessment of their performance in the overall digital space.

Over the last year, FNB’s digital channels saw record interactions and the bank continued to see more customers embracing the use of digital channels for day-to-day banking transactions, FNB head of digital banking Giuseppe Virgillito said.

Picture: Karen Sandison/African News Agency

“Our sustained investment will allow customers to continue enjoying the benefits of a simpler and safer banking. More importantly, this accolade affirms our journey of innovation to offer the best banking experience to our individual and business customers,” Virgillito said.

– ANA, Editing by Stella Mapenzauswa