FNB Eswatini has pledged to raise the bar on customer service as it looks beyond three decades of banking in the Kingdom.
The bank, which first opened its doors in April 1995, is celebrating 30 years of service this year, and is using the milestone to reaffirm its commitment to customers through a newly launched set of Customer Service Promises.
Unveiled on Monday, the Customer Service Promises represent a shared commitment by all FNB Eswatini employees to consistently deliver exceptional service across every branch and platform. As part of Customer Service Week, the bank’s Executive Management, led by CEO Thokozani “TK” Dlamini, spent Tuesday engaging with customers and staff in branches nationwide to reinforce this commitment.
Speaking during his visit to the Siteki branch, Dlamini said enhanced customer experience is central to the bank’s strategy going forward.
“It is always exciting to spend the day with our teams and customers, to hear from them in person what they like and where they need us to improve. Our customers are the lifeblood of our organisation and there is no 30 years of FNB Eswatini without them,” he said.
He added that customer feedback has been key in shaping the bank’s innovations and service improvements.
“We have been consistently listening to the feedback we receive from our customers and working around the clock to develop sustainable solutions that speak to this feedback. For example, we introduced coin depositors as a response to feedback we received from customers on long queues inside branches. We have also enhanced the capabilities of the FNB App to ensure that our customers can access e-statements and confirmation letters, among other things, instantly from the App. We will continue to embrace feedback from our customers because they know this business as much as we do,” Dlamini said.
Customers who interacted with the management team echoed their appreciation for the bank’s customer-centric approach. At the Siteki branch, FNB customer Zacheus Motsa commended the improvements made to the banking experience.
“I chose FNB because of the ease that it comes with. Even if I am in South Africa, I can bank easily. The service I got today was good, as it always is. I’m also happy to see new seating arrangements; before we used to stand a lot, but now the experience is more comfortable,” he said.
At the Gables branch, Sabelo Mamba, a customer of over ten years, said he was impressed by the staff’s effort to educate clients on digital banking.
“I came to the branch to request my bank statement. The service I received today was good. I was taught how to access my bank statement via the FNB App, and I am happy. Even when I was outside the country, I could still bank with ease,” he said.
Meanwhile, Thembi Silombo, FNB Eswatini’s Head of Customer Experience, said the bank is putting accountability and efficiency at the centre of its new service culture.
“One of our Promises is ‘Speed.’ We want to deliver efficient turnaround times to customer queries. However, we want our customers to hold us accountable so if we are not living up to our promises. We encourage our customers to reach out via the FNB App; or through our TollFree Number 8006100; by emailing us on gethelp@fnb.co.sz or contacting us on WhatsApp via 7802 9591,” she said.