Discovery Bank voted best for banking service five years in a row

South Africans have voted Discovery Bank the country's Best Bank Service in the 2026 ASK AFRICA Orange Index^™, extending the Bank's unbroken winning streak from 2022 to 2026

Great service is not defined by a single interaction. It is built through every conversation, every query resolved and every moment in which a client needs their bank to respond.

That consistency has earned Discovery Bank the title of South Africa's Best Bank Service in the 2026 ASK AFRICA Orange Index™. It is the fifth consecutive year that clients have placed the Bank at the top of the banking category for customer experience.

The recognition reflects the everyday experiences of clients and extends Discovery Bank's uninterrupted run as the banking category winner from 2022 to 2026.

Five years of consistently outstanding service

The ASK AFRICA Orange Index™ is South Africa's longest-running independent customer-experience benchmark. The 2026 study assessed 219 brands across 27 industries, drawing on 54,182 interviews with South African consumers conducted between 13 March and 22 June 2026. Brands cannot commission, influence or veto their position in the rankings.

Unlike a conventional satisfaction or brand survey, the Index examines what it is actually like to deal with a brand.

It evaluates what a company delivers through factors such as responsiveness, competence, convenience and problem resolution. It also considers how the experience makes customers feel, including whether they experience trust, empathy, compassion, authenticity and a sense of being understood

Hylton Kallner, CEO of Discovery Bank, says the fifth consecutive win is meaningful because it reflects the consistency of clients' everyday experiences with the Bank.

"Winning this recognition once is significant. Being voted the Best Bank Service for five consecutive years is deeply meaningful because it reflects consistency in the experiences our clients have with us every day.

"Banking is built on trust. Clients need to know that their bank will be there when it matters, that it will listen carefully, respond quickly and make complex things feel simple. This award belongs to every member of the Discovery Bank team who brings that commitment to life, and to our clients, whose feedback continues to challenge and inspire us to improve."

Great service must perform and connect

The latest Index highlights a growing challenge for South African brands. Although 90% of customers say they are satisfied, fewer than half, 48%, say they are delighted. In addition, 42% of satisfied customers are not delighted by any brand in their category.

South Africa's overall customer-experience score was 64.74 in 2026, remaining below the Index's peak of 71 recorded in 2017. The research also found that the gap between what brands deliver and how customers feel about an interaction has doubled since 2022.

According to ASK AFRICA, operational performance has recovered more quickly than customers' emotional connection with brands. This illustrates that trust can be lost faster than it can be rebuilt.

Against this backdrop, Discovery Bank's fifth consecutive win shows the value of service that is both effective and human.

Intelligent technology, backed by a human touch

Discovery Bank's servicing model combines intelligent digital support with 24-hour access to specialist bankers.

Clients can get assistance through secure in-app calling, WhatsApp, Discovery AI and Live Assist co-browsing. These options give clients the flexibility to find immediate digital help or connect with a person when they need more specialized support.

Secure in-app calling

Secure in-app calling lets clients connect directly with a banker through the Discovery Bank app.

There is no need to search online for a telephone number or work through traditional identification and interactive voice-response processes. Calls are securely authenticated and intelligently directed to the appropriate area of the Bank.

Live Assist

Live Assist enables a banker to guide a client remotely through relevant functions in the banking app.

This means that instead of only explaining what to do, the banker can help the client navigate the app and complete the relevant process.

Discovery AI and WhatsApp support

Clients can use Discovery AI and WhatsApp for immediate digital assistance. When a query requires human expertise, the client can be connected seamlessly to specialist support.

Together, these capabilities support Discovery Bank's full-service digital banking proposition, giving clients access to everyday banking, savings, credit, home and personal loans, foreign exchange, investments, rewards and financial-wellbeing tools in one digital environment.

Service that is there when it matters

Whether a client needs an immediate answer, expert guidance or help completing a process, excellent banking service should leave them feeling recognized, reassured and in control.

For five consecutive years, South African clients have recognized Discovery Bank for delivering exactly that: intelligent, responsive and human service when it matters most.

Need help with your banking?

Open the Discovery Bank app to speak securely to a banker, ask Discovery AI for assistance or use Live Assist for guided support.