KSA Banking Sentiment Index
2024
Key metrics
0.1%
Industry Net Sentiment
39.9%
Al Rahji lead industry
share of voice
56.9%
Industry response rate
PWC Middle East in collaboration with DataEQ has published the KSA Banking Sentiment Index, revealing how nine of the Kingdom’s leading financial institutions compare in the eyes of consumers on social media.
The nine Saudi financial institutes included in the analysis are Al Rajhi Bank, Alinma Bank, Al Bilad Bank, Banque Saudi Fransi, Riyad Bank, Saudi National Bank, Saudi Awwal Bank, Saudi Investment Bank and STC Pay.
The index tracked public X (formerly Twitter) posts mentioning these banks. These posts were then processed using DataEQ’s unique Crowd and AI technology to analyse sentiment and factors driving customer experience.
Despite consumers having a negative overall experience with their banks, the industry saw a slight improvement from 2023, while banks received praise for their reputational performance.
KSA Banking industry sees
0.9pp
improvement in Public Net Sentiment
Report delves into:
- Net Sentiment performance (overall, reputational and operational)
- Cross-market performance
- Customer experience
- Customer service (response rate and time)
- Service channel analysis
For more information on what factors are driving online praise and complaints – download the full report here