Africa-Press – Eswatini. First National Bank (FNB) Eswatini marked its 30th anniversary with a bold pledge, to transform how customers experience banking. As part of its milestone celebration, the bank unveiled its Customer Service Promises, a set of commitments by all staff to deliver faster, friendlier, and more innovative service across branches.
The move signals FNB’s intention to deepen its connection with clients while positioning itself for the next era of customer centred banking. Chief Executive Officer Thokozani “TK” Dlamini, who led management visits to branches during Customer Service Week, said the future of banking lies in listening to the people who keep the business alive the customers.
“Our customers are the lifeblood of FNB Eswatini. There is no 30 years without them,” Dlamini said during his visit to the Siteki branch. “We continue to respond to what they tell us, from introducing coin depositors to reduce queues, to improving our App for instant access to e-statements and confirmation letters.”
The celebration turned into an open dialogue between management, staff, and customers. Many clients described FNB as a reliable companion throughout their personal and business journeys.
Siteki resident Zacheus Motsa said the improvements in service and comfort were noticeable.“Even when I’m in South Africa, I can bank easily. Today I was happy to find proper seating inside the branch, it’s small things like that which make a big difference,” he said.
At the Gables branch, long time customer Sabelo Mamba echoed the sentiment after learning new digital banking tools. “I came for a bank statement and was shown how to get it through the App. I’ve been banking here for over ten years even outside the country, it’s always easy,” he said.
Thembi Silombo, Head of Customer Experience, said FNB has committed to resolving customer queries within 48 hours. “One of our Promises is ‘Speed.’ We want every client to feel heard and served without delay. And we welcome feedback through our App, toll-free line 800 6100, email [email protected], or WhatsApp 7802 9591,” she said.
With 30 years behind it, FNB says its next chapter is defined not by size or products, but by how every customer feels when they walk into a branch or open the App valued, understood, and empowered.
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