FNB Named South Africa’s Best Digital Bank for Excellence in Mobile and Online Services

FNB  has once again been named South Africa’s Best Digital Bank, reaffirming its leadership in customer-centric innovation and digital excellence. The bank achieved a top score of 73.34 in SITEisfaction®’s annual survey assessing customer satisfaction with digital banking services to secure first place in both mobile and internet banking categories.

“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. As digital banking evolves, so do we, constantly innovating to make it easier for our customers to bank with confidence anytime and anywhere.”

– Harry Kellan, CEO, FNB

This recognition follows strong digital performance reflected in FNB’s latest financial results. The bank’s digitally active customers grew to 7.78 million over this period and digital channels delivered volume growth in line with its strategy to drive customer engagement on its digital interfaces. In June 2025, digital transactional volumes reflected strong growth, with 713 million transactions processed via online banking (up 14%), 156 million via banking app, and 20 million via mobile banking.

The active transacting base on the banking app reached 6.32 million customers, up 9% year-on-year, with a new monthly record of 157 million logins, a 22% increase compared to June 2024. Across all digital platforms, total logins reached 2.15 billion, with the app contributing 1.7 billion, followed by 238 million on online banking and 183 million on mobile banking.

After a record number of innovations over the last decade, FNB is further increasing its focus and investments in technology and data platforms to expand the tools and services it provides to help customers thrive.

“We’ve spent years investing in data, technology, and refining our channels to keep up with our customers’ needs now and into the future. 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 and meeting them where they are on their financial journeys.”

– Harry Kellan, CEO, FNB

The SITEisfaction® report, conducted annually by Human8, remains the only independent benchmark focused exclusively on digital banking in South Africa. This year’s study surveyed 2,000 users across major consumer banks, offering critical insights into satisfaction drivers and emerging trends.

The 2025 SITEisfaction® report highlights three key trends shaping digital banking satisfaction:

• Trust: As fraud and cyber threats rise, trust has become the most critical and fragile element in digital banking. Banks must go beyond standard security protocols to offer transparent, personalised, and proactive reassurance.
• Personalised ease of use: Customers now expect digital experiences that adapt to their individual needs and emotional context, simplifying journeys through relevant, responsive features.
• Human-AI synergy in support: Satisfaction increasingly depends on how well banks harmonise AI and human support to deliver fast, empathetic, and effective service.

“Our journey is guided by a simple principle, putting our customers at the centre of everything we do. 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.”

– Harry Kellan, CEO, FNB