Tana Malinga
FNB has been crowned South Africa’s Best Digital Bank for 2025 after scoring 73.34 in the SITEisfaction survey, which measures customer satisfaction in digital banking. The bank came first in both mobile and internet banking.
Harry Kellan, CEO of FNB, says the award reflects the bank’s focus on people, not just technology. “We want banking to feel simple, safe, and personal. As digital banking changes, we keep evolving so our customers can bank with confidence anytime, anywhere.”
FNB’s strong digital performance backs up the win. The bank now has 7.78 million digitally active customers. In June 2025 alone, digital channels handled major growth:
- 713 million online banking transactions (up 14%)
- 156 million app transactions
- 20 million mobile banking transactions
The app continues to lead FNB’s digital ecosystem, reaching 6.32 million active transacting customers, up 9% year on year, with a record 157 million logins in one month. Across all platforms, total digital logins hit 2.15 billion.
FNB says more innovations are on the way as it increases investment in technology and data platforms. Customers can expect smarter tools, advanced chatbots, and more personalised in-app features designed around their unique needs.
This year’s SITEisfaction study, conducted by Human8 with 2,000 banking users, highlights three major trends shaping customer satisfaction: rising demand for trust and transparency, personalised ease of use, and stronger teamwork between human support and AI.
Kellan says the recognition motivates the bank to keep improving. “Putting customers at the centre is our guiding principle. Being named South Africa’s Best Digital Bank inspires us to keep listening, innovating, and building digital banking that helps our customers thrive securely and simply.”
