Source page: McKinsey & Company
Commentary
COVID-19 has made South Africans much more comfortable with online banking
South Africa | COVID-19 | Banking
November 11, 2020 – Forty-five percent of South Africans said they’d visit physical bank branches less often, while 42 percent said they’d increase online and mobile interactions with their banks.
To read the article, see “Beyond COVID-19: Charting the road to recovery for South African insurers,” November 2, 2020.
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Visual form
Multi-row channel-shift bar chart.
Layout / body structure
The chart is a single comparison panel organized by banking interaction channel. Read each channel row across its response bars, then compare the online and mobile row with the physical-visit and phone rows to see how customer behavior is shifting.
What is being compared
It compares expected changes in how South African respondents plan to interact with banks across online and mobile banking, physical branch visits, and phone-based branch contact. The chart is contrasting future customer-channel use rather than bank performance over time.
Measurement system
The measure is the share of respondents expecting to increase or decrease each type of interaction, expressed as percentages. Channel labels identify the rows, and the bars show how strongly customer preference is moving toward or away from each mode.
Visible structure inside the graphic
Each channel is displayed as its own comparison row, with digital channels showing growth-oriented responses and branch or phone channels showing contraction-oriented responses. The side-by-side row structure makes it easy to compare where demand is rising and where it is falling.
Main takeaway from the visual
Customers are moving away from physical and phone-based branch interaction and toward digital service. The chart makes that shift visible by pairing a strong increase in online and mobile banking with equally clear declines in face-to-face and phone contact.
Key standout values or extremes
The clearest anchors are that 42 percent expect to increase online and mobile banking interactions, 45 percent expect to decrease physical visits, and 37 percent expect to phone a physical branch less often. Those three figures define the whole direction of the chart.
Controls / sequence, when applicable
This is a static chart image with no in-chart controls to operate.
Companion media, when applicable
There is no separate companion audio or video; the chart image is the full visual on this page.