South Africans have rated First National Bank (FNB) Digital Channels as the best in the country among five major banks for its Banking App, Retail Online Banking, Wealth Online Banking, Small Business Online Banking, Enterprise Business Online Banking and Cellphone Banking. The results were revealed in the latest South African Customer Satisfaction Index (SACSI) survey results.
Yolande Steyn, Head of Innovation at FNB says “We are honoured to receive this accolade for the fifth year running. This achievement would not have been possible without the support of our customers who have been with us from day one, throughout our digital journey.”
“Our ability to constantly innovate while using technology and digital platforms to develop and introduce new solutions that enhance user experience enables us to always remain relevant amongst consumers,” adds Steyn.
The following insights were also gathered from the survey:
- FNB clients had higher expectations of Banking Apps than other banks’ clients.
- FNB leads on all Banking App attributes.
- FNB leads the Customer Satisfaction Index.
- FNB complaint incidence is relatively low and handling is at an acceptable level for consumers
- FNB leads customer loyalty.
- FNB’s TCF (Treats Customers Fairly) score is the highest
The SACSI findings are consistent with the recent results of the fifth annual Internet Banking SITEisfaction survey commissioned by Columinate, which rated FNB as the best digital bank for online and mobile banking in South Africa. Consumers were also highly satisfied with the FNB Banking App which outperformed competitors.
FNB has been leading in Digital Banking since 1999 when FNB Online and eBucks were launched, followed by InContact in 2000, Cellphone Banking launched in 2004, FNB App and Smart Devices in 2011, Tablet App in 2013, FNB Connect SIM in 2015 and the recent FNB App 5.0, which features industry-leading solutions such as FNB Pay, Fingerprint ID, Secure Chat, Smart inContact, 1-touch Report Fraud, as well as the FNB Watch App
“We will continue working hard to identify innovative solutions that not only add value, but also make a meaningful impact in the lives of our customers,” concludes Steyn.