KPMG rates Zenith Nigeria’s most customer-focused bank




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International consulting firm, KPMG has rated ’s Zenith Bank Plc. as “best customer-focused bank” in country for second year running.
According to KPMG’s 2014 Banking Industry Customer Satisfaction Survey (BICSS), which seeks to increase consciousness service delivery among Nigerian banks, Zenith Bank best service delivery in retail, small and medium scale (SME) and corporate/commercial customer segments.
Respondents the 2014 survey which spanned across 28 locations in the country include about 20,800 retail customers, 3,500 SMEs and 400 corporate/commercial organisations compared to the more 14,000 retail customers, 3,000 SMEs and 400 corporate/commercial organisations sampled across in the previous .
According to the BICSS survey, Zenith Bank leads Nigerian banks in corporate segment. is followed closely by Guaranty Trust Bank (GTB) Plc, Citibank, Diamond Bank Plc, Stanbic IBTC Bank Plc, First Bank Limited, Fidelity Bank Plc., United Bank for Africa Plc, Sterling Bank Plc and Skye Bank Plc.
Zenith also emerged first in the SME segment won by GTBank last year, followed closely by Diamond Bank, Chartered Bank, GTBank, Fidelity Bank and Stanbic IBTC Bank.
In the retail segment which also has Zenith as the , Diamond Bank clinched second followed by GTBank Plc and
Chartered Bank.
Overall, KMPG said there is improvement in the Customer Satisfaction Index (CSI) across the customer segments in the country.
however pointed out that measuring customer’s satisfaction is increasingly necessary as “More half the customers that will switch banks will do so because service quality issues.” (VENTURES AFRICA)