Ecobank Nigeria is ranked by the KPMG to be among the top three banks with good customer experience in the Small and Medium Enterprise (SME) segment.
The customer experience survey by KPMG’s Nigeria banking industry measures the success of lenders in the country in terms of their relationship with their account holders and other financial service consumers.
15,056 retail customers, 1,856 SMEs, and 332 commercial/corporate organizations were covered by the 2020 study. Respondents have been chosen from clients who have spent the last six months engaging with their bank.
In the SME group, Sterling Bank, Union Bank and Ecobank were in the top three, according to the survey. Zenith Bank and FCMB trailed them. In particular, during the COVID-19 pandemic lockdown, the report claimed that respondents were pleased with the relationship between Ecobank and its clients, stressing that the bank was able to provide its respective customer segments with personalised service.
The study further claimed that banks were further prevented from catering to personalised service through remote working arrangements. Although many banks failed to provide SMEs with dedicated relationship managers, other banks rapidly adapted to handle consumer relationships during the pandemic by creating “how-to” guides for their relationships.
Therefore, when offering customised experiences, Ecobank, FCMB and Union Bank are ranked as the top banks.
Patrick Akinwuntan, managing director of Ecobank Nigeria said the bank had invested in a robust technology-based model which positioned it to cope with current and future challenges including provision of convenient digital banking services to customers in a seamless manner.
