Tom Boardman’s message on the Nedbank Internet Site

At Nedbank we are committed to enhancing the client experience. We have listened to our clients over the past two years and they have told us they want friendly, knowledgeable, fast and personalised service where Nedbank does the running around and not the client. We have, therefore, introduced ASK ONCE, a service commitment to our clients.

We commit that:

• A Nedbank client will only have to ASK ONCE.
• We will provide our clients, where feasible, with an on-the-spot response to a request.
• Where this is not possible, the staffmember the client approaches first will take ownership for having the request resolved by the right person. For more complex requests, which require further investigation, the staffmember will escalate the request to the relevant department and, where necessary, put the client into contact with the correct person.
• We will keep our clients in the loop and provide them with ongoing feedback until their request is finally resolved.

We believe ASK ONCE will set a new benchmark in the services industry. Many organisations have generic service charters in place, but we are putting our ‘money where our mouth’ is by providing a financial guarantee to support the ASK ONCE promise. We have pledged to donate R50 to a Nedbank approved charity every time we break the ASK ONCE promise. This initiative demonstrates our commitment to world-class service and the value we place on building long-term client relationships.

“The creation of a home-from-home for our older children is a dream come true and we’re hugely grateful to the three funds that made it possible,” says Jackie. “Our objective with this project is to ensure that the care these children enjoy approximates family life, in that their domestic experiences are normalised as far as possible, exposing them to similar experiences to those enjoyed by children living with their own families within the community.

If you feel that we have not lived up to our promise, please call 0860ASKONCE and we will resolve your query and donate R50 to a Nedbank approved charity.

Click here to visit the Nedbank site to find out more