The country’s leading commercial bank, First National Bank (FNB) recently took the top spot in an internet banking site satisfaction survey, which measured internet banking quality and user experience in Southern Africa.
When commenting on the award, FNB Botswana e-Solutions Director, Yolisa Phillips-Lejowa said it was inspiring for the bank to be given so much recognition, especially because the FNB Group’s online banking lies at the heart of its 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 Phillips-Lejowa.
She further stated that similarly in Botswana, the customer response to on-line banking has been overwhelming. She said when the bank launched the service in 2004, they did so with the customers in mind as they wanted to change their banking experience. Phillips-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.
With an overall score of 75 points, FNB emerged as the best online banking platform in 2015. Head of FNB Online Banking Dione Sankar also said the bank’s core focus has always been to enhance customer experience holistically and pay attention to customer needs.
He said they set up various feedback channels and paid attention to their clients concerns. 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 on-line bankers 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 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.
