The country’s leading commercial bank First National Bank (FNB) has taken the top spot in the culminate Internet Banking site satisfaction survey, which measures internet banking quality and user experience in South Africa.
Locally regarding the award, FNB Botswana eSolutions Director, Yolisa Phillips-Lejowa said it is an inspiring award for them at FNB Botswana because the FNB Group online banking lies at the heart of FNB’s digital banking infrastructure with uniformity across all African subsidiaries.
“This achievement is attributed to FNB’s brand promise of helpfulness and the bank’s passion for innovation,” said Lejowa.
She further stated that similarly in Botswana, the customer response to online banking has been overwhelming. She said when the bank launched the service in 2004, they did so with the bank’s customers in mind adding that FNB wanted to change their banking experience. Lejowa added that with online banking, the bank offer customers access to banking that is quick, easy, affordable and convenient.
“This accomplishment is confirmation of the FNB Group’s goal to deliver a modern solution of doing banking in a cost effective way” she said.
She stated that at an overall score of 75 points FNB emerged as the best online banking platform in 2015.
Head of FNB Online Banking Dione Sankar is of the view that the bank’s core focus has always been to enhance customer experience holistically and to pay attention to customer needs. He said they set up various feedback channels and when the clients spoke they listened and paid attention to any concerns raised. Sankar further stated that online banking is perfectly complimented with the award winning FNB banking application, which uses the same secure username and password for 24/7 banking on customers’ smartphone.
“At the root of our success is ensuring that we put the customer first by viewing everything from the client’s perspective. The success of FNB Online Banking in this survey is largely owed to our firm belief in consistently enhancing customer experience,” said Sankar.
Sankar further stated that with over 1.4 million active online banking users and 1.28 million active devices using the FNB banking application, FNB customers experience the best in quality, usability, safety and ease of use than any other digital banking offering in South Africa.
“From the results of this survey it’s clear that FNB is placed well ahead of the other banks, this is an achievement we are very proud of and we want to further improve the site in the coming year,” Sankar stated.