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Friday, January 08, 2021 08:00PM / Wema Bank / Header Image Credit: KPMG
Report
Wema Bank
Nigeria Plc ranked top in two recent independent
surveys on the Banking industry. In its 2020 Digital Channel scorecard,
KPMG Nigeria named the bank as a leader in Payments and Transactions
for digital banking. Also, in its recently released Banking Industry Customer
Experience Survey, the consulting firm confirmed that Wema Bank climbed ten
places to 2nd position in the Retail category.
Following a qualitative study of 17 Nigerian commercial banks
focusing strongly on retail banking operations, KPMG Nigeria's Digital
scorecard tested customer experience across five areas - Digital Onboarding,
Digital Payments & Transfers, Digital Lending, Self Service and Customer
Care. It categorized banks into four distinct categories; Leaders, Challengers,
Followers and Late Starters. Wema Bank emerged a leader in the Mobile &
Internet banking (payments/transfers) and the Self-Service categories.
The assessment also revealed ALAT By Wema, the bank's digital
banking platform, as the best digital banking channel in Nigeria. According to
the report, ALAT By Wema stands out because "the user interface is simple, and
only relevant information is visible on the screen, thus keeping design
minimal, user friendly, and removing the possibilities for user errors or
confusion". The digital banking platform has not only provided the latest
banking technology, it fits perfectly into the lifestyle of Nigerians; making
life easier for everyone.
In the recently published 2020 KPMG Customer Experience
Survey, Wema Bank showed significant growth in the retail category, climbing
up ten (10) places from the previous year to 2nd position, with an above
industry average of 74.6% CX score. The survey cut across six
universal pillars of Personalization, Integrity, Expectations, Resolution, Time
& Effort and Empathy. The leading banks showed a mastery of these pillars
and are outstanding at all of them. Wema Bank's achievement in this category is
a mark of its dedication to excellent customer service and refreshing support
for all its customers.
Separately, the bank received an award for the Best SME
Bank of the Year for 2020 from BusinessDay. The award recognizes Wema
Bank's continuous support for small and medium scale businesses through loans,
business advisory, and ease of payments and transactions.
Having redefined the banking space with ALAT, Wema Bank boasts
of a capacity to onboard customers digitally end-to-end without the need to
visit branches or agents. The bank continues to deliver innovative products to
enrich payment and transfer offerings by creating a perfect blend of speed and
functionality.
Download the Digital Channels
Scorecard HERE
Download the Customer
Experience Survey Report HERE
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