CAPE TOWN – For a third consecutive year, FNB has claimed the title of strongest reputation in the 2018 RepTrak Pulse Survey.
The survey was conducted by the Reputation Institute and provides a specialised measurement of how stakeholders, namely: the public, investors and employees perceive major brands.
The survey measures key pillars that are essential for brands to gain the support and trust of consumers, and these include: Products and Services, Governance, Workplace, Citizenship, Leadership, Innovation and Performance.
FNB performed better than the industry average in all dimensions measured, with a significant industry lead in Innovation, according to the survey.
The report also acknowledged the bank for being seen to be communicating more often than its competitors.
“The accolade highlights the strides we continue to make to become a trusted money manager. At the heart of this evolution is our investment in big data and artificial intelligence capabilities to enable ease of access to banking services. We firmly embrace the challenge of being held to a higher standard and through innovation, we believe that we are better equipped to service our customers’ range of needs,” says Virginia Magapatona, FNB corporate affairs executive.
“Our customercentric digital execution is primarily enabled by our big data capabilities and we are proud to be able to provide useful services to both individuals and business customers. In addition, we also believe that active involvement in society is a contributor to becoming a trusted brand and partner by our stakeholders,” she said.
“To this end, we have formed partnerships with institutions such as the Department of Home Affairs to process ID cards and passports at our branches. We also provide SMEs a platform to register their businesses with the CIPC and help with capacity building across municipalities through targeted interventions,” said Magapatona.