How our SITEisfaction® survey is shaping digital banking in South Africa

Our annual banking survey measures customer satisfaction with digital banking services in South Africa, making it an essential feedback tool for banks in that market

The challenge

Launched in 2012, the SITEisfaction® banking survey is our annual measure of customer satisfaction with digital banking services in South Africa. It rates each banking institution with a SITEisfaction® score from -100 (worst possible experience) to +100 (best possible experience), combining two scores from the internet (via computer web browser) and mobile banking (via mobile apps).

SITEisfaction graphs slides

Our solution

InSites Consulting is using a hybrid research approach to generate a SITEisfaction® score for each financial institution and put this into context:

    • Short surveys on internet and mobile banking that focus on the experiences of primary and secondary users. Some of the topics: usage of internet banking and mobile banking, satisfaction with channels and platforms, and other related issues such as security, fraud types and experiences, and extent of trust and expectations. Including implicit brand measurement, focusing on brand perceptions of each bank to add an additional layer of aspects that could influence digital platform perceptions and experiences.
    • Qualitative engagement with consumers (incl. those new to or infrequently using digital banking services) to explore concepts such as digital inclusiveness in South Africa, generating insights on how banks can improve in this area.

The impact

To date, the SITEisfaction® survey has engaged more than 27,000 digital banking users, focusing specifically on the trends that shape the digital banking landscape. The South African banking sector considers the report to be an essential feedback tool, as it reveals the behaviours and experiences of the banks’ digital users.

Curious how you can keep a constant finger on the pulse? Find out more about what our tracking solutions can do for your brand.

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