Customer Experience Improvements

CUSTOMER EXPERIENCE:<br> <br> Today (09/05/2015) I went to the North Gate FNB branch and upon entry I was gripped by the same feeling I get when entering a SASSA (South African Social Security Agency) branch or some local clinic. This new layout makes the branch seem like some hall, with people 'littered' all over the area as opposed to the 'cleaner'/airy feel that once prevailed where people were visibly in certain sections of the bank based on what they had come for service on.<br> <br> [Perhaps, that 'open-plan' works for Capitec simply due to their smaller numbers of customers within a branch at any given time but with the bigger banks, though it may be more cost-effective to emulate such a layout, due to more customers the bank will look and feel jam-packed]<br> <br> For my purposes, I proceeded to the tellers/deposits area... where there were just about 18 people in that queue but already the perceivable congestion was almost at claustrophobia-inducing proportions. Just the 18 people had the queue going as far back as to obstruct the path in front of the entry turnstile. Some people who had intended to come make deposits were literally popping their heads in and upon seeing how packed it was, were