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Wednesday,
December 18, 2019 / 04:35 PM / By Proshare Research / Header Image Credit: KPMG Nigeria
The 2019 Nigeria
banking industry customer experience survey report recently published by KPMG
Nigeria showed that Ecobank Nigeria
recorded significant improvement in the SME segment of the survey.
According to the
report, analysis of performance in the SME segment reveals dynamism in the 2019
ranking. Despite lower levels of overall satisfaction for SMEs, Fidelity Bank and Ecobank make the
greatest improvements with both banks moving up more than four places into the
top five banks. FCMB emerged 1st while Access Bank came 3rd.
In the retail segment, the top two performers have remained the same for the fourth consecutive year. GTBank replaced Zenith Bank as the top-rated bank in the 2019 ranking. Sterling Bank, First Bank and UBA are the biggest movers in 2019, coming in 3rd, 5th and 7th places respectively.
In the wholesale segment, Citi Bank and GTBank maintained top spots from previous year ranking while new entrants Standard
Chartered and Access Bank make the top five positions at 3rd and 5th
places, respectively.
KPMG
Nigeria has conducted the research survey since 2007. The researchers have
asked customers across financial market segments about their experience with
their banks. Over the period, more than 200,000 customers were surveyed across
the country.
The
2019 survey research was conducted through face-to-face and online survey
methodology completed Q2 and Q3 2019. The survey covered 25,466 retail
customers, 3,045 SMEs and 369 commercial/corporate organizations.
Download Here - 2019 Nigerian Banking Industry Customer Experience Survey Report by KPMG
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