FNB Namibia customers expressed happiness with their bank, and they are eager to recommend it to others. This is according to recent research that measured customer loyalty, satisfaction and enthusiasm for products, services and solutions.
FNB Namibia achieved a Net Promoter Score (NPS) of 41. The NPS score is internationally subscribed to a metric that poses the question, ‘How likely are you to recommend FNB to family and friends?’
The metric is applied on a scale of 0-10, where 10 is highly likely and 0 is not likely at all. According to CustomerGauge, the average NPS score for the banking industry is 31.
Discussing the results of the research, FNB Namibia Head of Client Experience Quinten Potgieter explained that the bank is committed to meeting the needs of its customers in terms of developing products that suit their lifestyles.
“It is against this background that FNB Namibia once again embarked on a mammoth project to solicit feedback from our customers across the country. 2023 saw over 17 000 of our customers taking time from their busy schedules to provide feedback on their experience with the products and services we provide. The excellent results we have achieved in this survey illustrate our desire to meet the changing needs of our customers; this is apparent in the constant investment in the innovation of our products and services,” he said.
Potgieter added that with just over 700 000 Customers in Namibia, the bank has a great task in meeting the needs of its customers in a world where individuality has become more apparent.
“When considering how we, as recipients of service, evaluate that experience, it is important to contextualise how a provider of that service can influence and ultimately control the delivery thereof. Within the discipline of customer experience, four key drivers are critical to keeping a keen eye on; multi-experience, customer experience, employee experience and user experience,” he elaborated.
To provide more integrated and seamless services, FNB has also taken additional measures to improve its points of contact with customers.
This includes expanding the team of consultants in the contact centre by employing 30 people.
“This offered the opportunity for 30 Namibians to secure full-time employment while reducing our drop call rate to 8%, and we are striving to reduce this even more. The outcome of this investment in people and ultimately our customers resulted in a year-on-year increase, which supports the notion of digital when I want it and human when I need it” Potgieter said.
“At FNB Namibia, we take our role to serve our customers seriously and therefore encourage our customers to reach out to us via our various platforms to inform us when we have fallen short, or to even share a compliment in the instances where one of our committed team members has delivered delightful customer experience to you. To all our loyal customers who once again took the time to partake in our annual research, a heartfelt thank you,” Potgieter concluded.