Leading audit and professional services company, KPMG Nigeria, has ranked Sterling Bank, Union Bank and Ecobank Nigeria as the top three banks in good customer experience in the Small and Medium Enterprises (SME) segment, Vanguard reports.
KPMG’s Nigeria banking industry customer experience survey measures the performance of lenders in the country in terms of their relationship with their account holders and other users of financial services. The 2020 survey covered 15,056 retail customers, 1,856 Small Medium Enterprises (SME) and 332 commercial/corporate organisations. Respondents were selected from customers who have interacted with their bank in the last six months.
Before the year closes its curtains, we are delighted to present the 2020 Nigeria Banking Industry Customer Experience Survey, titled: "The customer in a new reality." Don't miss out on this exciting yet informative edition. Download now! https://t.co/cnXgpb5dWE#bankingindustry pic.twitter.com/dqlZ1hQnvt
— KPMG Nigeria (@KPMG_NG) December 29, 2020
According to the report in the SME category, Sterling Bank, Union Bank and Ecobank were the top three. They were trailed by Zenith Bank and FCMB. The report stated that:
“Overall, the SME segment witnessed a decline in its customer experience score, with Personalisation as the lagging Pillar this year. Sterling Bank emerged as the top-rated bank moving up five places, while Union Bank is the biggest mover this year, moving up nine places to 2nd place.
Find full report here.