The National Development Bank (NDB) last Thursday came under fire from clients as they condemned the financial institution for poor service delivery. During the customer interaction workshop officially addressed by the Bank’s Chief Executive Officer, Lorato Morapedi last week in Francistown, the clients expressed displeasure about how the bank conducts business, saying that ever since its existence, it has failed dismally to meet customer demands.
Mosalagae Sesupeng, one of the clients, took issue with the bank saying that it does not mentor its clients after they are given loans which always results in most of Batswana businesses failing. He also added that for a very long time, the NDB has failed to make rapport with its clients as it never partners with them to create a good working relationship.
“We only know NDB as a bank that gives business loans and comes back to repossess the assets of the clients without mentoring or helping clients on how they can best invest those loans,” the client said.
Another client, who only identified himself as Madoda expressed worry over some of the business consultants at the bank, saying that they are incompetent, especially when dealing with business proposals from clients. He said that when clients need help with business proposals, they offer them contradictory information.
“I also think that there is a higher need for NDB to start simplifying its business proposal forms as this negates on us the clients,” he added.
The institution also came under fire from most of the clients who complained about the turn-around time of the loans, saying that the bank takes too much time to approve their loans and expressed worry that it then impacts on their businesses.
They also blamed the bank for poor feedback strategies and requested the management to decentralize some of its services as they are concentrated in Gaborone.
However, the Chief Executive Officer of the bank, Morapedi, assured the clients that they, as NDB, will seriously look at the complaints and overhaul how they have been doing business to meet the clients’ needs.
She reminded the participants that she only took over the leadership of the bank in May last year when she found the bank already having problems but assured customers that she is going to give a facelift to its already battered image.
“I want to assure you as our clients that I have taken note of all these complaints and I will work as hard as possible to make sure that we give you the best service,” Morapedi said.
The objective of the workshop was to encourage bank partnership with its customers, enhance interaction, feedback and commitment to support each other.