Discovery Bank wins Best Bank in Service - again!

Our human touch in digital-first banking makes Discovery Bank the #1 Best Bank 4 years in a row in customer service.

The Ask Afrika Orange Index® once again assessed Discovery Bank the Best Bank in customer service. That's the fourth year in a row!

Customer experience (CX) is about how you feel when you interact with a company, its products, or services. For over 20 years, the ASK AFRIKA Orange Index® has been the go-to standard for measuring CX in South Africa. It looks at how satisfied, connected, and loyal customers feel, spotlighting companies that truly excel in delivering exceptional experiences. And it's official, Discovery Bank, a fully digital bank, took the top spot in client service for the fourth time.

4 x Best Bank for Service in South Africa

This fourth consecutive win in the retail banking category for Discovery Bank, reflects our dedication and passion in delivering a personalised client experience that consistently goes above and beyond.

Hylton Kallner, CEO of Discovery Bank, says," What set us apart again this year is our human touch in a digital world. Our clients have rated us highest in the industry for empathy, responsiveness, assurance and relationships. They've told us: Discovery Bank "is honest in its dealings with me," and "genuinely understands me as a client." That's powerful and reaffirms our full-service approach and belief that, as a fully digital bank, we provide both a seamless client journey through our app and a personal 24/7 high touch service for our clients."

He explains it's the bank's continued innovation across its digital and service capabilities, such as Discovery AI and its WhatsApp channel, that allows the bank to stay in touch with clients and maintain a strong human connection, while operating as a branchless and fully digital bank.

Discovery Bank also ranked second this year in the very competitive private banking segment, with Discovery Bank private banking also ranking third across all industries for most authentic brand.

Building relationships, being reliable and understanding customers

Among the strongest drivers in the ASK AFRIKA Orange Index® award for Best Service, are how we build relationships, our reliability, and how we resolve complaints. Kallner says, "How our clients feel about us and how we approach service show our commitment to doing the right thing, and doing it well, and I am grateful to the entire Discovery Bank team for always putting our clients' needs first. Their continued excellence shines through in winning awards such as these."

A personal, human connection in a fully digital ecosystem

The ASK AFRIKA Orange Index® survey, which consisted of 59,000+ consumer interviews about their real experiences and expectations, commended Discovery Bank for the best overall client experience among 200 companies across 26 industries in South Africa.

As a fully digital bank, Discovery Bank makes excellence in service a priority, which is reflected in the ASK AFRIKA Orange Index® overall impact score of 75,38, above the industry average 65,40. Discovery Bank is also the only bank that scored at least an 80 on PerformFactor™ and the only bank that scored above 70 on FeelFactor™.

When it comes to service, the human touch is still key and while Discovery Bank is a fully digital bank, survey respondents gave us the industry's top scores when it came to showing empathy, being responsive to requests, assurance and building relationships. Discovery Bank clients gave top scores for: "Has always been good to me", "Is honest in its dealing with me", "Genuinely cares about me as a client", "Really understands me".

Kallner says, "We are extremely grateful to our clients for acknowledging the work we do to give them excellent client experiences. With our clients rating us highly on relationship building, reliability, our responsiveness and how we make them feel, it shows that our human touch is indeed felt in a digital world."