KPMG announces banking industry leaders in Consumer Experience

Alexander Davis | ConsumerConnect

KPMG has announced the Nigeria banking industry consumer experience survey that measures the performance of lenders in the country in terms of their relationship with their account holders and other consumers of financial services.

The 2020 survey covered 15,056 retail customers, 1,856 SMEs and 332 commercial/corporate organisations.

Respondents were selected from customers who have interacted with their banks in the last six months, Nigerian Tribune report said.

Of the three top banking institutions in the country, KPMG Nigeria has ranked Ecobank Nigeria with good customer experience in the Small and Medium Enterprises (SMEs) segment.

According to the report in the SME category, Sterling Bank, Union Bank and Ecobank were the top three. They were trailed by Zenith Bank and FCMB.

Respondents were impressed with the interaction between Ecobank and its customers during the COVID-19 pandemic lockdown, stressing that the bank was able to provide personalized service to its respective customer segments, according to the report.

The KPMG report stated: “The remote working arrangements resulting from the COVID-19 pandemic have further constrained banks from catering to this stated need.

“While many banks struggled with providing dedicated relationship managers to SMEs, other banks quickly adapted by developing “how-to” guides for their relationship managers to navigate client relations during the pandemic.

“Ecobank, FCMB and Union Bank are rated as the top banks in the delivery of personalised experiences.”

Patrick Akinwuntan, Managing Director of Ecobank Nigeria, remarked that the bank is resolute in its commitment to supporting and sustaining the development of Small and Medium Enterprises (SMEs) in all sectors of the economy.

Akinwuntan reiterated that Ecobank had invested in a robust technology-based model which positioned it to cope with current and future challenges including provision of convenient digital banking services to customers in a seamless manner.

He stated: “We are delighted with this recognition from KPMG. It underscores our commitment to customer-centricity and putting the customer first in all that we do.

“We provide access to finance and markets to our customers and are the natural choice for ease of payments, trade and distribution within Africa on a real time, 24/7 basis.”

He as well noted “our well-trained personnel leverage the financial products and services we offer to support SMEs at all times through about 20,000 agency banking locations across the country and our digital platforms namely Ecobank Omnilite, Ecobank Mobile, Ecobank Pay, EcobankOmniplus, Rapid Transfer among others.

“By utilising these digital offerings, our customers can easily access their bank accounts, make payments, transfer funds, process salaries, have access to credit and carry out other ancillary banking transactions from the comfort of their homes and offices.”

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