Since being named the world's most innovative bank of the year 2012 at the BAI-Finacle Global Banking Innovation Awards, and emerging from the Columinate 2015 Internet Banking SITEisfaction survey as the top internet banking service provider, FNB continued on the journey of finding new areas to innovate and deliver world-class service within the South African market.
It became evident that customer needs vary from area to area, whether provincial or regional. Customer preferences also differ significantly, with some preferring to do their retail shopping online from the comfort of their homes. In contrast, others prefer to stroll through the mall in search of products and services that suit their lifestyles. Similarly, customers’ banking needs and preferences vary from area to area and from person to person. Some prefer to do their banking online from the comfort of their homes at a time that suits them, while others need or prefer to visit the physical branch to do their banking. The bank needed to review its branch operating hours for all its FNB branches.
The requirement was to extend the operating hours and open the "mall-type" branches on Sundays bearing in mind the existing internal business processes alongside the industry business processes and look for re-engineering opportunities. The extension of the operating hours was aimed at standardising the hours across the branches during weekdays and Saturdays and aligning them to the branch location and type of branch.
This allowed customers to do their banking early in the morning or late in the afternoon, and even over weekends. Customers now find it convenient that they do not have to travel great distances to find a branch that is open earlier, later or even over weekends. Extending the operating hours was also to align to the retail trading hours, allowing the customers to make changes to their banking that suit their lifestyle.
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