NBD Receives prestigious ‘ECCU Bank of the Year Award’ for customer service excellence for second consecutive year

NBD General Manager, Annette Lestrade (r) receives award from ECCB Governor Antoine

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.

About National Bank of Dominica Ltd.:

National Bank of Dominica Ltd. is a leading financial institution in Dominica, dedicated to providing innovative banking solutions and exceptional customer service.  With a rich history spanning 45 years, NBD is committed to the financial well-being and success of its customers and the community.

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6 Comments

  1. Martha
    November 20, 2023

    This is a hopeless bank if I have ever seen one. I wonder where this award came from?

    Well-loved. Like or Dislike: Thumb up 18 Thumb down 0
  2. Calibishie Warrior
    November 18, 2023

    You’ve got to be kidding me!!! If this bank is ECCB’s bank of the year,I dread to think what banks in other islands are like. All I can say is .. I don’t think anyone of any authority in NBD is spending any time putting themselves in customers shoes. If they did they would hang their head in shame. Kordi jean Domnik “a joke dat man??”

    Well-loved. Like or Dislike: Thumb up 15 Thumb down 0
  3. My Take
    November 18, 2023

    NBD’s service has declined in recent years. Lines are too long and service is slow. Appointments are needed to rectify simple issues. The staff are all fearful and unhappy and it shows in the service delivered to the public. How does ECCB give a customer service award anyway? This is not the reason ECCB exists. Looks like a case of scratch my back and I’ll scratch yours too.

    Well-loved. Like or Dislike: Thumb up 16 Thumb down 0
  4. mid west coaster
    November 17, 2023

    Why is NBD receiving awards when it can’t even provide a single ATM between Roseau and Portsmouth?

    Well-loved. Like or Dislike: Thumb up 39 Thumb down 0
  5. Nature Boy
    November 17, 2023

    Who chooses the banks for such awards?

    I was at NBD this morning and if what I witnessed is excellent service in order to win an award, then the banking sector in the Caribbean is in really bad shape.

    Well-loved. Like or Dislike: Thumb up 15 Thumb down 0
  6. derp
    November 17, 2023

    ECCU Bank of the Year Award” for Customer Service mahgwaysah! When it month end people coming for dere money it always have long line and few tellers, every single month when you think you are next the teller getting up and going at the back up and down! You calling phone you never getting somebody

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