In its South Africa Banking Sentiment Index for 2018, BrandsEye retrieved 1.72m public social-media posts about South African banks. A random sample of more than 500,000 of these posts was evaluated for sentiment.
The results should be a wake-up call to banks embarking on digitalisation. Customer irritation with poor service does not go away if moved into the digital space: on the contrary, it is amplified and given a new voice.
- Overall net negative sentiment towards digital interaction with banks stood at 40%, the survey found.
- Standard Bank had the lowest net sentiment for digital themes at -72.7%, driven by complaints about its app.
- Nedbank also received high levels of negative sentiment for its technology, as part of a consumer backlash against the impact of innovation on jobs.
- A disgruntled digital customer is a customer with a megaphone: more than 30,000 consumers threatened to leave their banks on social media. Could there be a multiplier effect
Read More.. Source The Africa Report