The National Development Bank (NDB) continues to strive towards achieving “Exceeding Customer Expectations” for this year 2018 as revealed by NDB Managing Director, Moses Liu.
This was made known during the Bank’s Dedication Service held at the Head Office. Mr Liu emphasized that the focus on Customer Service for the last five year was an investment by Bank to enable staff to deliver quality customer service.
This year NDB Group aims to go beyond providing a service or product to focus on customer experience.
Mr Liu said, “Perhaps NDB can provide free Wi-fi or water,tea or coffee for customers whilst they await to be served.”
“Different customers have different expectations and that it is the Bank’s responsibilities to meet those expectations.” Liu added.
Mr Liu explained that customer experience matters and it is about creating memorable experience. “We live in an age where customers are more empowered and have different avenues where they put their money that is why delivering a great service is vital. “stated Mr Liu.
Coinciding with the dedication service, the Bank recognized five staff under NDB's Graduate Development Training program.
Mr Liu further explained 2018 key performance indicators projection and said that it is just a guide and that the management expects staff to do better.Liu stated that, “Profit target for 2018 is K7.6 million and lending will be at K119 million at the interest rate of 6.5 per cent per annum.”
Whilst there is six other key operational activities planned for this year, one of the highlights is to Commercialize People’s Micro Bank Limited which is expected to occur mid this year.
Top: NDB Managing Director Moses Liu. Bottom Left: The 2018 Graduate Management Trainess. Bottom Right. NDB Staff at the 2018 Dedication Service.