FNB Namibia says its customer care system has helped in streamlining the logging and management of customer compliments, complaints and queries.
FNB Namibia National Service Manager, Points of Presence, Linda Shininge, said with built-in resolution time expectations, the majority of queries, issues and compliments logged (up to 75 percent on average) are responded to satisfactorily within six days, with some detailed engagements requiring longer resolution time as agreed to by customers when they sign on with any product or service.
Shininge encouraged customers to continue to give FNB Namibia feedback, be it a query, concern or compliment, adding that, “We are committed to our brand mantra, which says ‘HOW CAN WE HELP YOU’ and we can only do this well if we get as much input and feedback from our customers as possible.”
Customers can access the customer feedback system ‘CARE’ via the FNB Namibia website at any time, but are also welcome to visit the bank’s branches, where they can log their requests at an online cubicle or voice their concern face to face with a consultant.
