Access to the Bank during the pandemic-November 2020
The banking confidence indicator (ICB) was constructed based on the opinion of customers of five Angolan banks,
This indicator ranges from 1 to 10, with 1 being the lowest level of trust and 10 being the highest.
The MIRA ISB 2020 study, in addition to the banking confidence indicator, also provides an additional set of satisfaction indicators with Angolan banking.
According to data from the aforementioned study, we can conclude that a large part of Angolans do not become
customers of public banks on their own initiative, but rather at the request of the companies to which they are generally linked, even considering that there is higher quality in the services provided by private banks.
When individuals have the freedom to choose the bank they have a relationship with, good service, speed in resolving problems and proximity to their homes or workplace are, according to MIRA research, the three main reasons that lead customers to opt for private banks.