SA Banking Sentiment 2025: Discovery Leads, But Service Challenges Persist
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Guest: Aimee Malan, MD at DataEQ Consulting
Discovery Bank tops the 2025 South African Banking Sentiment Index, achieving the highest Net Sentiment at 61%, driven by rewards programmes, personalised benefits, and strategic campaigns. Yet the industry faces ongoing challenges: service issues, digital reliability failures, and a lack of transparency continue to erode customer trust.
Aimee Malan breaks down the key drivers of positive and negative sentiment, why campaigns boost perception more than experience, and what banks must do to strengthen customer trust, support vulnerable clients, and build resilient, reliable banking experiences.
Discovery Bank tops the 2025 South African Banking Sentiment Index, achieving the highest Net Sentiment at 61%, driven by rewards programmes, personalised benefits, and strategic campaigns. Yet the industry faces ongoing challenges: service issues, digital reliability failures, and a lack of transparency continue to erode customer trust.
Aimee Malan breaks down the key drivers of positive and negative sentiment, why campaigns boost perception more than experience, and what banks must do to strengthen customer trust, support vulnerable clients, and build resilient, reliable banking experiences.
