KPMG rates Zenith Nigeria’s most customer-focused bank




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