The latest Nigeria Banking Industry Expectation Survey released by KPMG has disclosed that GTBank Plc, FCMB Plc, and Citibank Plc have been rated best among others in the order of customer experience in 2019.
In the report, the multinational professional services firm stated that the three banks were top of the chart across the three segments captured in the year. The segments are retail, Small Medium Enterprises (SMEs) and wholesale banking.
The firm stated that the banks had never been under pressure to perform as competition heightened to improve on customer service experience. The survey covered 25,466 retail customers, 3,045 SMEs and 369 commercial/corporate organisations.
According to the KPMG report, there had been a two-year decline in overall customer experience (CX) performance in the retail segment with nearly all the rated banks falling below the industry average.
The retail bankers are concerned with the provision of financial services to individual customers (private individuals), rather than corporations, local and central governments, and other banks.
Under the retail segment, GTBank (74.2), Zenith (73.4), Access (72.1), Sterling (72.1) and First Bank (71.8) were rated the best banks in terms of customer experience in 2019.
GTBank replaced Zenith Bank as the top-rated bank in the latest ranking the report said.
Sterling Bank, First Bank, and the UBA were the biggest movers in 2019, coming 3rd, 5th, and 7th respectively.
The report added that two banks recorded actual increases in their CX scores, and this reflects higher customer expectations and rapidly evolving customer expectations.
Under the SME segment, there were lower levels of overall satisfaction for SMEs, as analysis of performance in the segment discloses some levels of dynamism.
The top 5 performers in the SME segment in 2019 are FCMB (74.4), Fidelity Bank (74.2), Access (73.7), Zenith (73.3) and Ecobank (73.3).
The report added that Fidelity Bank and Ecobank made the greatest improvements as both banks moved up more than four places into the top five banks.