FNB Namibia has employed an additional 30 consultants in its contact centre as part of efforts to enhance its points of contact with its customer base of over 700,000 individuals in Namibia.
“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, human when I need it,” said Quinten Potgieter, Head of Client Experience at FNB Namibia.
This comes as the bank has received glowing reviews from its customers, who have expressed happiness and a willingness to recommend the bank to others, according to a recent study on customer loyalty and satisfaction conducted by the bank.
The study evaluated customers’ enthusiasm for FNB Namibia’s products, services, and solutions. The bank achieved a Net Promoter Score (NPS) of 41, surpassing the industry average of 31. This score is based on an internationally recognized metric that gauges customer willingness to recommend a company to friends and family on a scale of 0 to 10, with a higher score indicating a greater likelihood of recommendation.
“In 2023, over 17,000 of our customers took the 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, as evidenced by our constant investment in the innovation of our products and services,” said Potgieter.
“When considering how we evaluate the experience as recipients of service, it is important to understand how the service provider can influence and ultimately control its delivery. Within the discipline of Customer Experience, four key drivers are critical to keep a keen eye on: Multi Experience (MX), Customer Experience (CX), Employee Experience (EX), and User Experience (UX).”
FNB Namibia is part of FirstRand Namibia’s portfolio of financial services businesses, which includes RMB Namibia, WesBank Namibia, Ashburton Investments Namibia, and PointBreak Wealth Management.
