FNB strides towards mobile banking
FNB says that 10% of its banking clients accessed its website via a smart device over the past year to June 2013, up from 4% previously.
The bank went live with its revamped website on Sunday (14 July 2013), aimed at an improved user experience and a responsive design enabling scalability to multiple devices.
“At least 900,000 clients have accessed FNB.co.za via a smart device and 10% of banking clients are accessing via a smart device…and growing. It was only 4% last year,” FNB CEO of Online Banking Lee-Anne van Zyl told BusinessTech.
The bank noted that the most popular mobile device for FNB Online Banking is the Apple iPad, accounting for a 60% market share.
Last month, the bank announced that its FNB Tablet App has in excess of 20,000 active users across iPad, Android and Windows 8, bringing the total active apps base to 520,000.
In May FNB said that it attracted 2.8 million unique visitors to its website each month.
And in delivering its results for the six months ending December 2012, the bank reported a 29% rise in online banking customers year-on-year, to 1.5 million.
“We are pushing over 100 million transactions per month with R7 trillion in value per annum,” a spokesperson for the bank told BusinessTech of its online banking activity.
During the interim reporting period announced in March, FNB said it sold more than 50,000 smart devices, with 364,511 devices paired with the FNB App.
Teething problems
The launch of the new site has come with a fair amount of criticism. On Monday (15 July), online discussions surrounding the site were marred with complaints about glitches, technical faults and errors in data representation.
Responding to the complaints about technical issues, van Zyl explained that issues came about due to an increase in customers logging in.
On Tuesday, van Zyl said: “Online banking services are working normally and we have further increased capacity in our Call Centre to address customer queries regarding some new functionalities.
“There are also some new interfaces creating a short learning curve. We expect that customers will quickly become familiar with these new features and will find that the site is user friendly and offers a much richer banking experience.”
FNB says its online service currently dominates with a market share of 35%.
During the coming months, FNB says it will add additional levels of functionality to the site and will be further enhancing the customer experience.
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