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Access to the Bank during the pandemic-November 2020


The company MIRA carried out a Survey in November 2020, among 954 Banked Individuals, over 20 years old, in Luanda and Provinces, with the aim of better understanding the form of relationship with the Bank during the Pandemic period.

  • 88% indicate that they usually go to the Agency

  • 82% say they have a Multicaixa card

  • 20% indicate they have Multicaixa Express

  • 15% say they have Internet Banking


Although 82% indicate that they have a Multicaixa Card, around 46% say that they are using the Multicaixa Card less often during this period.

41% point to the lack of money as the main reason for using Multicaixa less frequently.


33% of those interviewed say they are experiencing difficulty accessing the Bank during this period of the Pandemic, with long queues both at the counter and at Multicaixa being the main cause of difficulty.


Link to the news in the Expansão newspaper 



Banking Confidence Indicator MIRA

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.

Link to the news on Forbes 

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