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

By - July 22, 2013
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.

New FNB website articles

FNB website redesign explained

New FNB website: complaints and compliments

FNB revamps banking site

FNB plans to launch mobile operator: sources

FNB Connect open peering at NAPAfrica

Share your thoughts

Shutterstock is the image partner of MyBroadband – more technology images

Join the conversation

Connect with Us



Apple iPhone 6s and 6s Plus pre-orders open today in SA - are you ordering one?

View Results

Loading ... Loading ...

More News

SABC has until 4pm to suspend Motsoeneng: DA

Hlaudi Motsoeneng

The DA has written to the legal representatives of the SABC and its COO‚ giving them until 4pm on Friday to give effect to the court-ordered suspension of Motsoeneng.

Big savings on gadgets and tech products

Deals Sale

If you are looking for awesome deals on technology products from South Africa’s top retailers, you have come to the right place.

3 proposed principles for online content blocking

Firefox icon on mobile screen with blurred icons

Mozilla has published its proposed principles for content blocking on the Internet.

Telkom to launch “Telkom Community”

Telkom logo on wall

Telkom said it is constantly improving its digital platforms, which now include the new Telkom Community – where customers can share their experiences with the company.


Newsletter Subscription

Email *
Enter the following to confirm your subscription *
Captcha image

Free MyBroadband Newsletter