Discovery Bank has been named South Africa’s most loved bank after topping the 2025 Banking Sentiment Index with a record 61% Net Sentiment score, more than double the industry average of 27%. The result reinforces the bank’s position as the country’s leading digital-first lender and one of the fastest-growing players in the sector.
The annual Banking Sentiment Index, compiled by consumer intelligence firm DataEQ, analysed more than 4.8 million public social media posts between September 2024 and August 2025. The study tracked consumer perceptions of South Africa’s eight largest banks, providing what analysts describe as one of the most comprehensive, unfiltered views of public sentiment in the industry.
Discovery Bank not only recorded the highest overall Net Sentiment score but also ranked first in both Operational and Reputational Sentiment. Its 61% score marked a 14 percentage point increase year-on-year and placed it 15 points ahead of the second-ranked bank, highlighting a widening gap between Discovery Bank and its competitors.
Much of the positive sentiment was driven by client feedback around service quality and digital experience. Customers frequently praised the bank’s responsiveness, helpful staff and efficiency across social media and digital support channels. The Discovery Bank app also attracted strong approval, receiving the most positive mentions for ease of navigation and overall user experience.
Campaign-led engagement further boosted sentiment. Social media initiatives such as #DiscoveryBestBank and #TreatMeTuesday amplified positive client conversations, with users highlighting personalised rewards and benefits including cashback, share access, gym incentives and retail partnerships with brands such as Checkers and Woolworths.
Discovery Bank chief executive Hylton Kallner said real-time client feedback plays a central role in shaping the bank’s operations. He noted that social media provides immediate insight into what clients value and where improvements are needed, allowing the bank to respond quickly and strengthen trust.
“We’re proud to lead the industry in sentiment for the second year running,” Kallner said. “While we’re a fully digital bank, we understand the importance of human support when clients need it. Responding quickly to feedback helps us continuously improve every part of the banking experience.”
The bank also recorded the lowest relative levels of negative commentary related to service reliability and fraud among its peers, a key factor behind its top ranking in Operational Net Sentiment. Strong brand advocacy, customer-generated content and partnership announcements contributed to its lead in Reputational Sentiment.
According to DataEQ, the 2025 results represent the strongest overall sentiment performance for South Africa’s banking sector in a decade, reflecting rising consumer expectations and deeper digital engagement. Discovery Bank’s performance stood out as a benchmark for how digital banking, customer-centric design and active engagement can translate into sustained public trust.
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