Discovery Bank is once again the bank with the best client sentiment in South Africa, leading the 2025 Banking Sentiment Index with a record 61% Net Sentiment score – more than double the industry average of 27%. This achievement underscores Discovery Bank’s position as the country’s digital banking champion and fastest growing bank*.

The annual Banking Sentiment Index, compiled by DataEQ, analysed over 4.8 million social media posts shared between September 2024 and August 2025, covering South Africa’s eight largest banks. This year marks the strongest sentiment performance in a decade for the industry, driven by heightened consumer expectations and increased digital engagement.

Key highlights from this year’s DataEQ research

• 4.8 million social media posts were analysed, providing an unfiltered view of consumer perceptions.
• Discovery Bank achieved the highest Net Sentiment score in the industry at 61%, up14 percentage points year-on-year, outperforming the second-ranked bank by 15 percentage points and the industry average by 34 percentage points.
• Discovery Bank ranked top in both Operational and Reputational Sentiment, reflecting exceptional service and strong brand advocacy.

What clients are saying

Clients commended Discovery Bank’s service responsiveness, helpful staff, and high-quality support through social media and digital channels – key contributors to its industry-leading Operational Net Sentiment. The Discovery Bank app received the most positive mentions for navigation and ease-of-use, reinforcing its reputation for delivering a seamless digital experience. Campaign-led engagement amplified this positive sentiment, with hashtags such as #DiscoveryBestBank and #TreatMeTuesday driving advocacy and highlighting personalized benefits where clients praised Discovery’s rewards ecosystem, including cashbacks, share access, gym benefits, and partnerships with Checkers and Woolworths.

Direct client engagement remains key

Hylton Kallner, CEO of Discovery Bank, commented: “Client feedback is central to how we operate. Social media gives us a real-time view into what our clients value and where we can improve. These insights are incredibly powerful because they reflect our clients’ voices, unfiltered and immediate.”

“We’re proud to lead the industry in Sentiment for the second year running. While we’re a fully digital bank we understand the importance of human support when clients need this; understanding and responding to feedback quickly helps us enhance service, strengthen trust, and continuously improve every part of the banking experience.”

Steady growth in sentiment and industry-leading performance

Discovery Bank recorded a significant rise in net sentiment over the last year, retaining the lead in the three Net Sentiment scores: Overall, Operational and Reputational.

The number one spot in Operational Net Sentiment was driven by the lowest levels of negative service, reliability and fraud-related complaints relative to competitors, and the lead in Reputational Sentiment was shaped by active social campaign engagement, partnership announcements, and customer-generated content.

Kallner adds: " Every interaction – whether through the app, on social media or in direct support – reflects a bank that is responsive, transparent and attentive.”

“Our goal is to make every touchpoint personal, intuitive and rewarding, and it’s clear from this year’s Index that our clients value that.”