{"id":5989,"date":"2025-09-09T07:05:55","date_gmt":"2025-09-09T07:05:55","guid":{"rendered":"https:\/\/borderlessaccess.com\/blog\/?p=5989"},"modified":"2025-09-09T07:57:02","modified_gmt":"2025-09-09T07:57:02","slug":"retail-banking-brand-tracking-study-sa","status":"publish","type":"post","link":"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/","title":{"rendered":"Unlocking New Drivers of Growth in Retail Banking Across South Africa: A Borderless Access Study\u00a0"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 4<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>\n<p>The retail banking industry in South Africa is transforming at an unprecedented pace. Traditional banks, digital-first challengers, and fintech platforms are all competing for the same customer, one whose expectations are shifting faster than ever.<\/p><\/br>\n\n\n\n<p>Branch expansions may keep pace with population growth, but customer acquisition is increasingly digital. While banks invest heavily in AI, cloud, and cybersecurity, their cost-to-income ratios remain high. South African banks, for example, report a staggering 52.9% ratio. This indicates how customers today are more empowered, more informed, and less forgiving.<\/p><\/br>\n\n\n\n<p>Winning in this climate requires a brand to be more relevant than present.&nbsp;<\/p><\/br>\n\n\n\n<p>In view of this shifting retail banking landscape, Borderless Access recently conducted a study in March 2025 across nearly 400 South African banking customers.<strong> <\/strong>Using its<strong> <\/strong>proprietary <a href=\"https:\/\/borderlessaccess.com\/brand-tracking\" target=\"_blank\" rel=\"noreferrer noopener\">brand tracking tool<\/a>,<strong> BrandKompass\u2122<\/strong> the study aims to help banks understand not just who their customers are, but how deeply they are connected to their brand.\u00a0<\/p><\/br>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_72 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#BrandKompass%E2%84%A2_Redefining_How_Loyalty_is_Measured\" title=\"BrandKompass\u2122: Redefining How Loyalty is Measured&nbsp;\">BrandKompass\u2122: Redefining How Loyalty is Measured&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#Trust_is_the_New_Currency_in_Retail_Banking\" title=\"Trust is the New Currency in Retail Banking&nbsp;\">Trust is the New Currency in Retail Banking&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#Operational_Excellence_Is_Now_Brand_Capital\" title=\"Operational Excellence Is Now Brand Capital&nbsp;\">Operational Excellence Is Now Brand Capital&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#From_Indifference_to_Advocacy_Closing_the_Loyalty_Gaps\" title=\"From Indifference to Advocacy: Closing the Loyalty Gaps&nbsp;\">From Indifference to Advocacy: Closing the Loyalty Gaps&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#Media_and_Messaging_Success_Lies_in_Precision_Not_Volume\" title=\"Media and Messaging: Success Lies in Precision, Not Volume&nbsp;\">Media and Messaging: Success Lies in Precision, Not Volume&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#Final_Word_Loyalty_Is_the_Key_Driver_of_Business_Growth\" title=\"Final Word: Loyalty Is the Key Driver of Business Growth&nbsp;\">Final Word: Loyalty Is the Key Driver of Business Growth&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#Why_BrandKompass%E2%84%A2_Matters_for_Decision_Makers_in_Retail_Banking\" title=\"Why BrandKompass\u2122 Matters for Decision Makers in Retail Banking&nbsp;\">Why BrandKompass\u2122 Matters for Decision Makers in Retail Banking&nbsp;<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-brandkompass-redefining-how-loyalty-is-measured-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"BrandKompass%E2%84%A2_Redefining_How_Loyalty_is_Measured\"><\/span><strong>BrandKompass\u2122: Redefining How Loyalty is Measured<\/strong>&nbsp;<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>At the heart of this study is Borderless Access\u2019 proprietary tool\u2014<strong>BrandKompass\u2122<\/strong>. Unlike conventional brand tracking solutions that focus on awareness or usage, BrandKompass\u2122 measures <strong>brand affinity<\/strong>: the depth of relationship customers have with their bank.&nbsp;<\/p><\/br>\n\n\n\n<p><p>Through this lens, consumers are segmented into:<\/p>&nbsp;<\/p>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Core Loyalists<\/strong> \u2013 Emotionally committed customers who form the foundation of growth.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Fringe Loyalists<\/strong> \u2013 Functionally engaged but emotionally shallow; vulnerable to switching.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Potential Loyalists<\/strong> \u2013 Non-users with positive perceptions, ripe for conversion.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Open\/Unavailable\/Unaware<\/strong> \u2013 Segments harder to convert or loyal elsewhere.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>The ultimate goal? To help banks <strong>maximize the size of their Core Loyalists<\/strong> while strategically engaging fringe and potential groups.&nbsp;<\/p><\/br>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-trust-is-the-new-currency-in-retail-banking-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"Trust_is_the_New_Currency_in_Retail_Banking\"><\/span><strong>Trust is the New Currency in Retail Banking&nbsp;<br><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"782\" src=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-solutions-1024x782.webp\" alt=\"Top drivers of brand equity tracking  by brand affinity segments\" class=\"wp-image-6020\" srcset=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-solutions-1024x782.webp 1024w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-solutions-300x229.webp 300w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-solutions-768x587.webp 768w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-solutions-60x46.webp 60w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-solutions.webp 1250w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>The research uncovers a powerful insight: <strong>trust is the currency that unites all segments.<\/strong> But how that trust translates into growth differs across groups:&nbsp;<\/p><\/br>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Core Loyalists<\/strong> value strong branch coverage, reliable employees, and brands that understand their needs.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Fringe Loyalists<\/strong> respond to advocacy, inspirational branding, and positive storytelling.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Potential Loyalists<\/strong> are looking for seamless onboarding, digital ease, and visible value alignment.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>This shows that loyalty is <strong>not linear but layered<\/strong>. It cannot be bought through advertising alone\u2014it must be earned through relevance and resonance.&nbsp;<\/p><\/br>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-operational-excellence-is-now-brand-capital-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"Operational_Excellence_Is_Now_Brand_Capital\"><\/span><strong>Operational Excellence Is Now Brand Capital&nbsp;<br><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"513\" src=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1024x513.webp\" alt=\"Brand Tracking Tool\" class=\"wp-image-6021\" srcset=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1024x513.webp 1024w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-300x150.webp 300w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-768x385.webp 768w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking.webp 1251w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>One of the clearest takeaways from the study: <strong>operational factors are no longer back-office concerns\u2014they are brand differentiators.<\/strong>&nbsp;<\/p><\/br>\n\n\n\n<p>Customers consistently reward banks that deliver:&nbsp;<\/p><\/br>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Ease of access and convenient branch coverage<\/strong>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Low service fees<\/strong>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Fast, visible transaction processing<\/strong><\/li>&nbsp;\n<\/ul>\n\n\n\n<p>Capitec\u2019s market dominance is a case in point. Its success stems not only from strong brand equity but also from consistent operational delivery. By contrast, other banks with similar equity scores fail to capitalize because their service execution does not match their promises.\u00a0<\/p><\/br>\n\n\n\n<p>The message is clear: <strong>if your infrastructure lags, your brand equity is at risk.<\/strong>&nbsp;<\/p><\/br>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-from-indifference-to-advocacy-closing-the-loyalty-gaps-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"From_Indifference_to_Advocacy_Closing_the_Loyalty_Gaps\"><\/span><strong>From Indifference to Advocacy: Closing the Loyalty Gaps&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"528\" src=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-tracking-study-1024x528.webp\" alt=\"\" class=\"wp-image-6024\" srcset=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-tracking-study-1024x528.webp 1024w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-tracking-study-300x155.webp 300w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-tracking-study-768x396.webp 768w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-tracking-study.webp 1251w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>The segmentation analysis also reveals where banks are leaking loyalty\u2014and where opportunities lie:<\/p><\/br>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Capitec<\/strong> enjoys a strong core base but must fortify advocacy among fringe users.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Standard Bank<\/strong> must improve its ability to understand customer needs and invest in employee experience to move fringe users into the core.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Other incumbents<\/strong> face the challenge of converting awareness into meaningful top-of-mind recall, especially among younger segments.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"513\" src=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1-1024x513.webp\" alt=\"\" class=\"wp-image-6025\" srcset=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1-1024x513.webp 1024w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1-300x150.webp 300w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1-768x385.webp 768w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Tracking-1.webp 1251w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Across the board, one insight stands out: <strong>indifference is the true competitor.<\/strong> Customers may trust their bank, but without emotional connection, they won\u2019t recommend it\u2014or stick with it.\u00a0<\/p><\/br>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-media-and-messaging-success-lies-in-precision-not-volume-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"Media_and_Messaging_Success_Lies_in_Precision_Not_Volume\"><\/span><strong>Media and Messaging: Success Lies in Precision, Not Volume&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"503\" src=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Health-Tracking-1024x503.webp\" alt=\"\" class=\"wp-image-6026\" srcset=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Health-Tracking-1024x503.webp 1024w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Health-Tracking-300x147.webp 300w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Health-Tracking-768x377.webp 768w, https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/Brand-Health-Tracking.webp 1251w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>The study also examines how to reach each loyalty group most effectively:&nbsp;<\/p><\/br>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Core Loyalists<\/strong>: Inspire and reward through personalized campaigns, loyalty platforms, and success stories.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Fringe Loyalists<\/strong>: Emphasize digital convenience, environmental\/social responsibility, and advocacy via social media and traditional TV.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Potential Loyalists<\/strong>: Lean into mobile-first engagement, seamless onboarding, and influencer-driven credibility.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>This precision-led approach is exactly what <strong>BrandKompass\u2122<\/strong> enables: aligning <strong>message, product, and channel<\/strong> to customer affinity.&nbsp;<\/p><\/br>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-final-word-loyalty-is-the-key-driver-of-business-growth-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"Final_Word_Loyalty_Is_the_Key_Driver_of_Business_Growth\"><\/span><strong>Final Word: Loyalty Is the Key Driver of Business Growth&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>In a crowded, fast-evolving retail banking market, the most defensible advantage is not technology or pricing\u2014it is <strong>loyalty<\/strong>.&nbsp;<\/p><\/br>\n\n\n\n<p>But loyalty isn\u2019t accidental. It\u2019s the result of trust earned, needs understood, and experiences delivered with precision. Borderless Access\u2019 BrandKompass\u2122 study shows that with the right framework, banks can move customers from functional engagement to emotional commitment\u2014transforming indifference into advocacy.&nbsp;<\/p><\/br>\n\n\n\n<p>The real question for decision makers is this: <strong>Do you know how many of your customers are truly loyal\u2014and how to grow that number?<\/strong>&nbsp;<\/p><\/br>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-brandkompass-matters-for-decision-makers-in-retail-banking-nbsp\" style=\"font-size:26px\"><span class=\"ez-toc-section\" id=\"Why_BrandKompass%E2%84%A2_Matters_for_Decision_Makers_in_Retail_Banking\"><\/span><strong>Why BrandKompass\u2122 Matters for Decision Makers in Retail Banking&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>For CXOs, CMOs, and business strategists, the implications are clear:&nbsp;<\/p><\/br>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>You cannot manage what you cannot measure.<\/strong> BrandKompass\u2122 provides the granularity to see exactly where your loyalty pipeline is strong or leaking.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Emotional connection is measurable.<\/strong> Understanding affinity allows banks to move beyond awareness metrics to actionable strategies.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li><strong>Operational and brand equity must align.<\/strong> Disjointed delivery erodes trust, while consistent execution strengthens it.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>BrandKompass\u2122 is not just a tracker\u2014it\u2019s <a href=\"https:\/\/borderlessaccess.com\/blog\/enhancing-brand-performance-with-new-age-brand-equity-tracking\/\" target=\"_blank\" rel=\"noreferrer noopener\">brand diagnostic tool <\/a>helping brands to drive \u00a0steady growth. It is designed to transform data into direction and brand affinity into business outcomes.\u00a0<\/p><\/br>\n\n\n\n<p>Curious to know how BrandKompass\u2122 can help you identify the most convertible customer segments, strengthen trust where it matters, and build loyalty that lasts? &nbsp;<\/p><\/br>\n\n\n\n<p><a href=\"https:\/\/borderlessaccess.com\/contact-us\" target=\"_blank\" rel=\"noreferrer noopener\">Connect with our Experts Today<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 4<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>The retail banking industry in South Africa is transforming at an unprecedented pace. Traditional banks, digital-first challengers, and fintech platforms are all competing for the same customer, one whose expectations are shifting faster than ever. Branch expansions may keep pace with population growth, but customer acquisition is increasingly digital. While banks invest heavily in AI, cloud, and cybersecurity, their cost-to-income ratios remain high. South African banks, for example, report a staggering 52.9% ratio. This indicates how customers today are more empowered, more informed, and less forgiving. Winning in this climate requires a brand to be more relevant than present.&nbsp; In&#8230;<\/p>\n","protected":false},"author":21,"featured_media":6019,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-5989","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.1 (Yoast SEO v22.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Borderless Access Brand Tracking Study on Retail Banking SA<\/title>\n<meta name=\"description\" content=\"Discover market research insights from our latest brand tracking study unveiling growth drivers in retail banking across South Africa.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Unlocking New Drivers of Growth in Retail Banking Across South Africa: A Borderless Access Study\u00a0\" \/>\n<meta property=\"og:description\" content=\"Discover market research insights from our latest brand tracking study unveiling growth drivers in retail banking across South Africa.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Research Insights -Borderless Access Blog\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-09T07:05:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-09T07:57:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/borderlessaccess.com\/blog\/wp-content\/uploads\/2025\/09\/retail-banking-sa.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"418\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Cindy Bowdan\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Cindy Bowdan\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/\",\"url\":\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/\",\"name\":\"Borderless Access Brand Tracking Study on Retail Banking SA\",\"isPartOf\":{\"@id\":\"https:\/\/borderlessaccess.com\/blog\/#website\"},\"datePublished\":\"2025-09-09T07:05:55+00:00\",\"dateModified\":\"2025-09-09T07:57:02+00:00\",\"author\":{\"@id\":\"https:\/\/borderlessaccess.com\/blog\/#\/schema\/person\/7cef99a161a6dc7f1d93f063980cd0fd\"},\"description\":\"Discover market research insights from our latest brand tracking study unveiling growth drivers in retail banking across South Africa.\",\"breadcrumb\":{\"@id\":\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/borderlessaccess.com\/blog\/retail-banking-brand-tracking-study-sa\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/borderlessaccess.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Unlocking New Drivers of Growth in Retail Banking Across South Africa: A Borderless Access Study\u00a0\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/borderlessaccess.com\/blog\/#website\",\"url\":\"https:\/\/borderlessaccess.com\/blog\/\",\"name\":\"Market Research Insights - Borderless Access Blog\",\"description\":\"Gain fresh perspectives and insights on global trends for your business growth. 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