It’s been just over a fortnight since the launch of FNB’s revamped online banking website, and the bank has seen an increase in the number of complaints. Most relate to usability, design, navigation and functional issues – presumably normal teething issues.
However, customers have taken to social media to air their views.
FNB’s Facebook page is littered with comments about the site, some positive and others negative. One comment on Facebook reads: “what have you done to the online banking site that was such a breeze to work through? At least give us a choice. I prefer the old online portal. This time, you don’t deserve a Bell’s!”
FNB’s revamped website was revised to function on all platforms. Changes were made to the layout and design to make it more user-friendly and intuitive.
FNB Online CEO, Lee-Anne van Zyl says that “over 3 800 conversations have been recorded across all platforms and the overall sentiment towards the new online banking platform is mixed as expected, but leaning towards positive.”
Another comment on the Facebook page reads, “the fonts are too large, the screen looks cut off, the rewards tab is no longer there, the order of transaction history (oldest to newest or newest to oldest) is not consistent. And I have not even yet tried to make a payment or download a proof of payment. Not liking this site so far.”
On the negative commentary Van Zyl says that FNB is “beginning to record a reduction in overall negative engagement as clients grow accustomed to the new platform and minor technical matters are addressed by the online banking team.”
Those using the online banking enterprise users platform are expressing greater concern about functionality and technical queries says Van Zyl.
However, it is not all bad reviews. Some of the comments on Facebook are positive about the changes, such as “The new online banking the best ever, like it, works so well and easy to use and so user freindly…” One comment on Twitter reads “I like it and found it easy”.
Van Zyl adds that “customers love the intuitiveness of the new site and we received multiple mentions about it being exciting, cutting edge, innovative and unique.”
FNB increased its call centre capacity in order to deal with the response to the changes online and Van Zyl says that it has seen a major increase in the number of phone calls. The bank has also included tutorials and ‘step-by-step’ demos that clients can use to familiarise themselves with the new site.
FNB’s first live Q & A session on Facebook will be happening this coming Monday and users are also engaging with its customer service profile on Twitter, RB Jacobs.
FNB did not indicate whether it would be making any changes to the website based on the responses it’s been receiving from customers. However, Van Zyl said FNB will focus on focus “continuous improvement” as well monitoring social media interaction.