This is LIKELY due to it being a traditionally insulated industry with high barriers to entry by new competitors. Together with administrative procedures that make it difficult for existing customers to switch to an opposition financial provider, banks tend to be complacent.
In-house research among nlighten- cx’s customer base shows that 50% of those who did move banks, despite the onerous administration involved, did so for reasons of trust and security, while another 50% did so for a better client experience. Better banking fees and better products/solutions – the two other categories listed in the research – played no part in the decision to switch banks.
In a previous nlightencx snap poll conducted this year, which also looked at the banking sector in South Africa, only 24% of respondents were…
