Improving Customer Experience: NBC Bank Showcases New Initiatives

Theobald Sabi, Managing Director, The National Bank of Commerce (NBC)

Theobald Sabi, Managing Director, The National Bank of Commerce (NBC)

The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs.

Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.

NBC has invested in expanding its branch and agent network, improving digital systems, and streamlining service delivery processes like loan disbursement for increased efficiency. The bank has introduced nine new branches this year, bringing the national total to 57, and expanded its agent network to over 16,950 locations nationwide.

NBC has also enhanced its mobile services through NBC Kiganjani and NBC Connect, and improved the government payment system via the GEPG platform for easier bill settlements.

A new service called “Self Service Account Opening” allows NBC customers to independently open accounts using NBC Kiganjani and the bank’s website.
Eligibility criteria for various loan products have been improved, offering broader access to stakeholders in sectors like pensioner loans, mortgage loans, and agricultural and livestock financing.

Other significant enhancements consist of raising the age limit for pensioner loans from 70 to 80 years and extending the loan term from six to nine years.

Long-time customers praised NBC for removing barriers to lending, especially for retirees and those not formally employed, appreciating the bank’s efforts to enhance services over the years.

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