FNB’s Banking App, Online Banking and Cellphone Banking remain at the top in this year’s South African Customer Satisfaction Index (SAcsi).
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.
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.
Mungar adds 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.”
