The National Bank of Dominica Ltd. (NBD) proudly announces that it has been honoured with the “ECCU Bank of the Year Award” for Customer Service for the second consecutive year. This award, presented by the Eastern Caribbean Central Bank (ECCB) at an awards ceremony at ECCB’s Headquarters in St. Kitts on November 8th, 2023, underscores NBD’s dedication to delivering excellent customer service and support to its valued customers.
Expressing deep gratitude and humility, NBD’s Managing Director, Annette Severin-Lestrade, stated, “This recognition means the world to us and serves as a testament to the dedication, hard work, and commitment of our entire team. We assure our customers that we are fully committed to upholding the highest standards of excellence in every aspect of our operations”. Mrs. Severin-Lestrade extended appreciation to the bank’s customers, acknowledging their support and understanding throughout the past year as the bank navigated changes resulting from the closure of the FCIB Dominica Branch, the transition to a new card processor, and the replacement of its ATM fleet. She concluded by expressing the bank’s eagerness to continue working collaboratively to positively impact customers and communities.
The Bank of the Year Award is a significant accolade recognizing ECCU commercial banks that have made outstanding contributions to the communities they serve. NBD’s journey to “Bank of the Year” was marked by a range of initiatives, including:
Service enhancements such as improved customer support accessibility, ATM and card services, thereby addressing customers’ most pressing concerns.
Technology enhancements, including new features on MoBanking and the successful implementation of a state-of-the-art Customer Relationship Management (CRM) tool, providing personalized service, refined communication, and enhanced issue resolution.
Modernized infrastructure by systematically replacing legacy ATMs with modern machines that efficiently process the new EMV/Chip cards and polymer notes.
Collecting valuable customer feedback through proactive quarterly satisfaction surveys and interactions.
Community engagement and outreach through social media, video updates (NBD & YOU), and various initiatives like Health Awareness Month, Elderly Month, and Cybersecurity Month.
Extending operating hours, including Saturdays, to accommodate our customers’ need for convenience.
The Board of Directors, Management, and staff of NBD extend heartfelt thanks to everyone who has contributed to this success, including customers, shareholders, partners, and communities. Special appreciation is extended to those who voted for the bank during the online voting phase, accounting for 20% of the overall score. NBD remains committed to elevating its service standards, empowering customers, and fostering lasting relationships. The bank’s relentless pursuit of service excellence continues as it strives to redefine the banking experience.
