FNB sidesteps questions about new website complaints

FNB said that their focus is on continual improvement, but would not answer questions whether they will address the main customer complaints

New FNB website

FNB‘s revamped website has been met with resistance from some banking clients, and although the bank is monitoring the feedback it sidestepped questions on whether it will change the website based on consumer complaints.

FNB launched its revamped website on Sunday 14 July, offering a fully responsive design which offers the same functionality on mobile devices and PCs.

Many FNB customers slated the new website. They feel that the new design was a step backwards, and that bugs in the new system spoiled their banking experience.

New website performing well: FNB

Lee-Anne van Zyl, CEO of FNB Online, said that despite the initial teething problems with regard to functional defects, the system is now performing well.

“We are on a daily basis expediting the resolution of intermittent defects. These were as expected for a change of this magnitude,” said van Zyl.

Van Zyl said that FNB customers love the intuitiveness of the new site and that they have received quite a few mentions about it being exciting, cutting edge, innovative and unique.

“One customer compared it to the new IOS7 look and feel,” said van Zyl. “Another customer mentioned that his 80 year old grandfather could use the website with ease.”

Negative feedback remains

Van Zyl said that most of the negative comments about the new FNB website were about usability, design, layout, as well as technical issues experienced due to the scale of the project.

Van Zyl sidestepped questions on whether some of the negative comments stood out and need to be addressed.

Instead van Zyl said that change management has been their main focus, especially dealing with the customer comments around usability and new design.

Van Zyl would also not say whether they foresee tweaks to the new FNB website over the next few weeks.

She did say that their focus will be on continues improvement. “Our customers are engaging actively with us via social media as well as our call centre,” said van Zyl.

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