WINDHOEK, Sept. 16 – FNB Namibia’s Arandis branch was voted the best performing branch of FNB Namibia by customers in August. Erica Mulondo: Group Service Manager at FNB congratulated the branch and said that the Arandis community was served by four highly motivated and dedicated FNB’ers who live and breathe exceptional customer service. “We thank them for everything and encourage all other branches to emulate this example.”
Arandis Branch Administrator Garoldine Bock was delighted with the response by customers and added: “We make use of URate to have a clear perspective of what customers think of the service they have received. Based on the ratings from the customers we are able to work on our service failures and identify possible slip-ups. We see URate as a platform that constantly reminds us that customers are vitally important.”
FNB’s URate is a sms customer feedback solution is a customer-centred solution that enables FNB to entrench key metrics, drive positive frontline employee behaviour and monitor progress through an independent rating process. It has been in use at branches since the beginning of 2017. After serving a customer, frontline employees initiate an sms request for rating feedback to each customer, that can be monitored at national, regional, branch and individual level for excellence. Part of the FNB core group service vision is building a vibrant customer-centric culture, providing measurement and feedback loops, and delivering customer and employee experiences that champion the bank’s service principles. – NDN Staffer
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