FNB revolutionizes branch banking to personalise customer experience


FNB branches will look markedly different from now on, this follows the unveiling of the Bank’s new in-branch design at the Rivonia branch, north of Johannesburg.

The introduction of the new design is based on extensive research among customers, and it’s expected to enhance customer experience by balancing the use of technology with a personalised service ethos.

Lee-Anne van Zyl, CEO of FNB Points of Presence, says “Digital banking is quite central to how we enable our customers but we are cognisant of the fact that some customers prefer face to face interaction. The new branch design integrates self-service and personalised service, also important is the fact that these branches will heighten customer privacy during consultations with staff and at the self-service areas.”

“This new design essentially simplifies the banking experience by channelling customers that prefer to bank digitally to the ‘Help yourself’ zone where customers can transact via the App, Online Banking and cell phone Banking. On site will also be designated staff assigned to assist customers transact in the digital zone.”

While the new design embraces digital banking because of its convenience and cost effectiveness, customers will still receive personalised service from specialist bankers who will be able to assist in resolving complex queries.

FNB also has a queue management system that allows customers to book a priority queue ticket in off peak times to minimise time spent in the branch. Customers can also receive updates via SMS about the estimated queuing time so they are aware of the amount of time they may spend in the branch.

“Going forward, FNB will adopt this new design across other branches where a need is identified, because it’s aligned to giving customers the choice to either bank digitally or over the counter,” adds van Zyl.

Other features of the new branch include statement printing at Self Service devices, a more comfortable and confidential teller environment and private meeting rooms should customers wish to have a private discussion with a financial planner or a relationship manager.