Bad Day for NAB as Outage Leaves Customers Fuming
The 125 negative comments to NAB represented the single worst day for any company since ServiceRage began tracking comments to 51 companies more than six months ago.
Prior to the outage on Friday, NAB’s long-term average feedback split was 71% negative and 29% positive, according to our tracking of customer feedback on Twitter. The disastrous result on Friday has reduced their average to 74% negative and 26% positive. A graph at the end of this post shows how Friday compared to the trend.
Consumers reported problems accessing Internet banking and completing EFTPOS payments for goods and services. Here are some examples of frustrated customers:
@nab In Rockhampton. No Eftpos guys...Need to get home and pay for a plane ticket and taxi,.Fail— thx4nix (@thx4nix) February 8, 2013
@nab that's great. Still can't use eftpos to buy groceries. And the bank is shut. Who's for going hungry tonight?— Chris (@combatdud3) February 8, 2013
Due to some @nab systems being down, unfortunately we can't process tickets right now. But when they're back up, we will be too!— MTC (@MelbTheatreCo) February 8, 2013
NAB acknowledged the problems in this tweet:
We know that some of you are having problems with some of our systems. The team are working hard to resolve. I'll update when I know more AR— NAB (@NAB) February 8, 2013
NAB is particularly sensitive to technical issue after suffering high profile outages in September and February last year.