Mobile banking is South African people’s preferred way to access banking services and to resolve potential issues. This was revealed by the Customer Experience in Banking Survey, which was carried out in nine different countries, including South Africa. The study also showed that a positive customer experience was highly important for South Africans, who are most likely, compared to the citizens of the other nine countries included in the study, to complain formally to their bank about unsatisfactory customer service.
That being said, South Africans are also keen users of online banking, and still like to have the option to speak to a person if needed, provided that the quality of the customer service meets their expectations. Digital technologies, such as Virtual Financial Advisors (VFAs), may thus be an ideal solution for South African clients to get satisfactory resolution of their banking inquiries.