Purpose of the survey

This survey is aimed at assessing the quality of your experience during your Reported Fraud incident with FNB. Your feedback is essential and will assist us to improve our service delivery to you.

Selection process

Due to your fraud related experience, you have been specifically selected to help assess the quality of the manner in which your incident was handled by FNB. Your feedback is imperative in helping us improve our customer service.

THE INFORMATION GATHERED IS STRICTLY CONFIDENTIAL AND WILL BE USED EXCLUSIVELY by FNB for RESEARCH PURPOSES.

Instructions:

  1. Please answer all the questions.
  2. Indicate your answer by clicking on the appropriate number.
  3. There are comment boxes where you can write a short comment, if applicable.
  4. The survey will take you approximately 4 minutes to complete.

Thank you for participating!

RESEARCH COMMISIONED BY:
Fraud Risk Management
Strategy & Governance
Nazia Karrim

Section A — Biographic Details

Where did you report the Fraud incident?
  • at a FNB Branch
  • via email
  • via Call Centre
  • to my Relationship Manager / Private Banker
  • Other
IF 'Other', please specify
Who assisted you in your reporting of the incident?
  • Sales or service consultant in the branch
  • Branch Manager
  • Call Centre Agent
  • Relationship Manager / Private Banker
  • Business / Commercial Client Portfolio Executive
  • Other
IF 'Other', please specify

Section B — Quality of Experience

Did STAFF OF FNB
  • Much worse than expected
  • Much better than expected
Respond to your report within a reasonable period of time
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Accurately answer your questions and efficiently respond to your query
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Made an effort to be helpful (go the extra mile)
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Did you find the FNB FRAUD REPORTING PROCESS
  • Much worse than expected
  • Much better than expected
Quick and efficient?
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Re-assuring and helpful?
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Focused on providing helpful solutions
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Did you find the FEEDBACK from FNB
  • Much worse than expected
  • Much better than expected
Delivered quickly and regularly
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Provided accurate information
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Added value by keeping you up-to-date
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5

Section C — Service Problems & Recovery

Did you experience any incidences of non-delivery from the FNB Fraud team?
  • Yes
  • No
IF YES – what was the failure? (Please specify)
Was the problem resolved?
  • Yes
  • No
Was your reported fraud incident resolved?
  • Yes
  • No
How long did it take to resolve the reported fraud incident?
  • 1-5 days
  • 6 - 14 days
  • 3 weeks
  • More than 3 weeks
  • Remains Unresolved

Section D — Overall Evaluation

How would you rate FNB’s Fraud team in terms of Customer Service, Fraud process and Feedback
  • Very Poor
  • Excellent
Timeous service delivery
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Accuracy of service delivery
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Helpfulness of service delivery
  • -5
  • -4
  • -3
  • -2
  • -1
  • 0
  • +1
  • +2
  • +3
  • +4
  • +5
Any suggestions to what FNB Fraud Risk should…
…STOP doing?
…CONTINUE doing?
…START doing?
Submit