FNB has retained its crown as South Africa’s Best Digital Bank, cementing its position as a leader in customer-focused innovation and digital banking excellence.
The bank scored 73.34 in SITEisfaction’s annual survey measuring customer satisfaction with digital banking services, claiming first place in both mobile and internet banking categories. The recognition reflects FNB’s sustained commitment to delivering seamless digital experiences in an increasingly competitive landscape.
“We are honoured to be recognised once again as South Africa’s Best Digital Bank. Our digital journey is about people first. We’re focused on making banking that’s simple, safe, and personal,” said Harry Kellan, CEO of FNB. “As digital banking evolves, so do we, constantly innovating to make it easier for our customers to bank with confidence anytime and anywhere.”
The award comes on the back of impressive digital performance metrics from FNB’s latest financial results. The bank’s digitally active customer base grew to 7.78 million, with digital channels driving volume growth aligned with its strategy to boost customer engagement across online platforms.
In June 2025, FNB processed 713 million transactions through online banking a 14% increase alongside 156 million via its banking app and 20 million through mobile banking. These numbers reflect the bank’s success in migrating customers to digital-first interactions.
Perhaps most striking is the growth in the banking app’s active user base, which reached 6.32 million customers up 9% year-on-year. The app also set a new monthly record with 157 million logins, representing a 22% jump compared to June 2024.
Across all digital platforms, FNB recorded a staggering 2.15 billion total logins. The banking app accounted for 1.7 billion of these, followed by 238 million on online banking and 183 million on mobile banking.
After delivering a record number of innovations over the past decade, FNB is doubling down on its technology and data infrastructure investments. The bank plans to expand the tools and services available to customers, helping them manage their finances more effectively.
“We’ve spent years investing in data, technology, and refining our channels to keep up with our customers’ needs now and into the future,” Kellan explained. “Our customers can look forward to even smarter tools and services like chatbots and customised in-app functions based on their unique requirements, but these developments are always part of our focus on the individual and unique needs of our customers.”
The SITEisfaction® report, conducted annually by Human8, is the only independent benchmark exclusively focused on digital banking in South Africa. This year’s study surveyed 2,000 users across major consumer banks, providing valuable insights into satisfaction drivers and emerging industry trends.
The 2025 report identified three critical trends shaping digital banking satisfaction:
Trust: With fraud and cyber threats on the rise, trust has become both the most important and most fragile element in digital banking. Banks must move beyond basic security measures to offer transparent, personalized, and proactive customer reassurance.
Personalized ease of use: Customers now expect digital experiences tailored to their individual needs and emotional context, with simplified journeys delivered through relevant, responsive features.
Human-AI synergy in support: Satisfaction increasingly hinges on how effectively banks blend AI capabilities with human support to deliver fast, empathetic, and effective customer service.
“Our journey is guided by a simple principle: putting our customers at the centre of everything we do,” Kellan concluded. “Being recognised as South Africa’s Best Digital Bank is a proud moment, but it is also a reminder for us to keep innovating, listening, and evolving with our customers. We remain committed to building digital experiences that empower our customers to thrive securely, simply, and seamlessly.”
As South African banking continues its digital transformation, FNB’s recognition underscores the importance of balancing technological innovation with human-centered design a formula that resonates strongly with millions of customers.
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