FNB’s Banking App, Online Banking and Cellphone Banking remain seated at the top in this year’s South African Customer Satisfaction Index (SAcsi) released yesterday, 2 March 2015. The independent national customer satisfaction benchmark established in 2012, measured customer satisfaction in the mobile banking section based on perceived quality, perceived value, customer expectations, customer loyalty and complaints management.
FNB’s underlying digital strategy to deliver ease of use, convenience, and scope of transactions addressed the key areas of consumer expectations when using digital banking platforms.
According to Sahil Mungar from FNB Digital Banking, the ability to consistently deliver high quality, customer centric mobile banking solutions is what has afforded the bank the first place in the mobility race.
The FNB App has been widely recognised as a leading banking platform, most recently being crowned App of the Year 2014 by readers of MyBroadband. The FNB Banking App continues to deliver innovative banking solutions driven by the latest technology to its customers.
Mungar agreed that while FNB enjoyed first mover advantage for several years, this wears off after a while.
“We are now at the point where our ability to continuously exceed expectations and to enhance the platform so that it evolves with customer needs, are setting the FNB digital platforms apart,” adds Mungar.
