Sentiment Intelligence Center

Multi-channel sentiment monitoring and brand health analysis

Brand Health Scorecard

ABSA

Market Position #2

72.8

Overall Score

Trust76.5
Innovation68.2
Customer Service71.4
Value for Money69.8
Digital Experience78.9

Capitec

Market Position #1

78.9

Overall Score

Trust82.1
Innovation81.5
Customer Service76.3
Value for Money85.7
Digital Experience74.2

Standard Bank

Market Position #3

71.2

Overall Score

Trust75.3
Innovation72.1
Customer Service68.5
Value for Money65.2
Digital Experience76.1

FNB

Market Position #4

68.5

Overall Score

Trust70.2
Innovation74.5
Customer Service65.8
Value for Money66.3
Digital Experience72.4

Nedbank

Market Position #5

66.8

Overall Score

Trust69.5
Innovation65.2
Customer Service70.1
Value for Money64.8
Digital Experience68.3

Investec

Market Position #6

73.6

Overall Score

Trust78.2
Innovation71.5
Customer Service75.8
Value for Money68.4
Digital Experience74.1

Sentiment by Category

Digital Banking100 mentions
45%
30%
25%
Customer Service100 mentions
55%
25%
20%
Fees & Charges100 mentions
25%
35%
40%
Lending100 mentions
60%
25%
Investments100 mentions
50%
35%
Branch Experience100 mentions
65%
20%
Positive
Neutral
Negative

Live Sentiment Feed

Real-time

Standard Bank's new app update is terrible. Can't even check my balance! Switching to Capitec

Churn Risk
Standard Bank•Twitter•Digital Banking•Johannesburg, Gauteng•Negative•30 Sept, 23:09

FNB just approved my home loan in 24 hours! Best service ever!

FNB•Facebook•Lending•Cape Town, Western Cape•Positive•30 Sept, 23:02

Capitec ATM fees are still the best in SA. No nonsense, just value.

Capitec•HelloPeter•Fees & Charges•Durban, KwaZulu-Natal•Positive•30 Sept, 22:49

ABSA declined my credit card application without explanation. Poor communication!

ABSA•Google Reviews•Credit Products•Pretoria, Gauteng•Negative•30 Sept, 22:36

Nedbank customer service is outstanding. Resolved my issue in 5 minutes.

Nedbank•Twitter•Customer Service•Port Elizabeth, Eastern Cape•Positive•30 Sept, 22:26

Investec's private banking service is exceptional. Truly personalized wealth management.

Investec•LinkedIn•Private Banking•Sandton, Gauteng•Positive•30 Sept, 22:53

Investec credit card rewards program just got better! Premium travel benefits are unmatched.

Investec•Twitter•Credit Products•Cape Town, Western Cape•Positive•30 Sept, 22:21