New pledges from AskOnce

The AskOnce programme was launched in September last year with the promise that Nedbank clients would only have to ask once and that the person they talked to initially would take responsibility for ensuring their request was resolved.

The five additional service promises reinforce Nedbank's commitment to excellent client service.

The AskOnce promises (including the original promise) are:

1. You only have to ask once. The person you talk to will take responsibility for ensuring your request is resolved.
   
2. We will actively manage our branch queues - if you feel that you have waited too long please contact the branch manager.
   
3. You will always have the option to speak to a 'real' person at our contact centres.
   
4. Our contact centres will call you back if your request is not resolved the first time
   
5. At your request, we will always SMS you for high-value credit card transactions.
   
6. Your credit card will be delivered to your branch of choice, on time, every time.
   

"The client is at the centre of the way Nedbank defines and executes its long-term strategy. All our measures show a marked improvement in our service levels over the last year, with initiatives such as AskOnce helping to raise awareness and accountability among all our staff members. The additional service promises will see even more being done to provide consistent service delivery and great value to our clients," says Nedbank Chief Executive, Tom Boardman.

A unique feature of the programme is that a charity stands to benefit each time the bank breaks a service promise.

AskOnce has benefited both Nedbank clients and charities alike, with about R50,000 donated to 12 charities thus far.

If clients feel that the company has not lived up to any one of the service promises, they can call 0860ASKONCE (0860-275-662) and the bank will resolve the client's query and donate R50 to a Nedbank-approved charity.

These charities are: Nelson Mandela Children's Fund; The Green Trust; The Sports Trust; The Arts & Culture Trust; Cotlands; Reach for a Dream Foundation; National Council of SPCAs; Cancer Association of South Africa; People Opposing Women Abuse; Age-in-Action; SA Red Cross Society; and Habitat for Humanity South Africa.

For more information about the initiative, visit: www.askonce.co.za