The South African banking industry faced rising digital demand and customer expectations, creating a landscape of strong reputational gains alongside persistent challenges in service reliability.
Over a quarter of conversation represented a Complaint:
27%
Volume
The South African banking sector continued to navigate a complex operating environment in 2025, balancing growing digital demand with rising customer expectations for reliability, fairness, and seamless service.
As banks expanded their digital offerings and invested in brand engagement, customers increasingly turned to public channels to express both positive experiences and operational frustrations.
Industry Net Sentiment
27%
Discovery Bank came out on top, finishing a notable 34 percentage points above the industry aggregate
Discover the key factors that are impacting public sentiment toward Botswana's leading banks.
