Investec Bank Tops South Africa’s 2026/27 Customer Experience Rankings
Investec Bank Tops South Africa’s 2026/27 Customer Experience Rankings. Investec Bank has been named the overall winner of the 2026/27 Ask Africa Orange Index, achieving the highest customer experience ranking among 219 brands across 27 industries measured in the national benchmark.
The announcement was made at the conclusion of the 2026 Ask Africa CX Intelligence Forum, following three days of customer experience insights and category winner announcements.
Investec Bank first won the Private Banking category before securing the highest overall position in the benchmark. The result also makes Investec Bank a first-time winner of the Private Banking category.
The latest rankings recorded significant changes in customer experience leadership, with 18 of the 27 category titles changing hands. Nine previous winners retained their positions, while nine brands became category winners for the first time.
Dr Sarina Howie, chief data and analytics officer at Ask Africa, said winning the overall ranking meant setting a customer experience standard beyond a single industry.
Unathi Boniwe, head of marketing at Investec Private Bank, said the recognition reflected the organisation’s focus on personalised service, understanding clients and combining human connection with technology.
Private banking retained its position as the leading industry in the Ask Africa Orange Index for a fourth consecutive year. In 2026, the industry recorded a Perform Factor score of 81.8 and a Feel Factor score of 73.1, making it the only industry to score above 70 on both measures.
Five of the country’s top 10 brands were private banks.
The Ask Africa Orange Index measures customer experience through the Perform Factor and Feel Factor. The Perform Factor considers areas including competence, responsiveness, resolution, effort and whether organisations keep their promises. The Feel Factor measures trust, empathy, authenticity, compassion and whether customers feel understood.
The 2026/27 findings show that 90% of customers reported being satisfied with the service they receive, while 48% said they were delighted.
Trust was also prominent in the findings, with 16 of the 27 category winners recording the highest trust scores in their respective industries.
The benchmark was based on 54,182 interviews with South Africans who had dealt with the brands they rated. It assessed 219 brands across 27 industries and measured customer experience across 43 variables.
Ask Africa said the Orange Index, established in 2001, is an independent customer experience benchmark covering areas including service, complaints, product, brand, trust and loyalty.
