Kloppers said it’s one of the biggest factors influencing sentiment on social media towards the banks. “You run out of data and you go into the app, and the app still works,” he explains.Now, FNB, Capitec, and ABSA, all offer free data when using the app. FNB also allows users to be able to call the bank from within the app, without using any airtime. Kloppers says Standard Bank received a lot of negative sentiment across the board, not just with regard to the app.
“They’ve probably got some things to address in their customer experience journey,” said Kloppers. He confirmed that Standard Bank did also experience the most incidences where their online banking platforms (including their app) was offline.
Reliability: “I have been using both the Absa app and the Standard Bank app for three-and-a-half years and the Absa one seems more reliable … The Absa app has always worked on Sundays, when I have time to do my banking, while the Standard Bank one is often offline on that day.”
Reliability: “I’ve been using the app for five months, and not once has it been down for maintenance or offline – at least as far as I am aware.”
Reliability: “I’ve used the app for what seems like years. If I have any criticism, it is minor: the app sometimes shuts down, but that could be because I’ve been putting it through its paces, trying to do too many things too quickly in a poor-signal area.”
Reliability: “As a new user, I was surprised to discover that banking services were unavailable on two occasions, neither of which would logically fall into a “scheduled maintenance” window.”
Reliability: “…users have complained about random crashes and being unable to access their accounts after updating from the previous version. Despite my ageing and faulty smartphone, I have had no problems logging in at various times of day. Payments were processed quickly and my first pre-paid electricity purchase went through without a hitch.” Read More about how much banks are charging you for fees below