KPMG: Zenith Bank Nigeria’s most customer-focused bank

Multinational Audit firm KPMG has ranked Zenith Bank as the most customer-focused bank in its recently published Customer Satisfaction Index (CSI) on Nigerian banks.

The Index, which was based across three major customer segments – Retail, Small and Medium Scale (SMEs) and Corporate Customer Banking – features 10 banks operating in the country.

Key factors used by KPMG to access customers’ perception of their banks include Automated Teller Machine (ATM) efficiency, excellent customer service, staff attitude and financial stability.

Top performers were Zenith, GT Bank, Diamond and Standard Chartered, while Access, Skye, and Sterling banks were at the bottom of the list.

Categorically, the top three performers on the retail segment are Zenith, Diamond and Guaranty Trust Bank respectively. Zenith bank is holding this leading position for the second time in a roll.

In the SME and corporate segment, Zenith was also the pacesetter. The bank was followed by Diamond and GTBank in the SME segment. GTBank and First Bank also came second and third in the corporate segment.

Overall, Access Bank sits at the bottom in the Retail and SME section, and was not listed on the top 10 “customer-centric” bank in corporate services.

Ecobank also featured on KPMG’s ratings of Nigeria’s 10 most customer-focused banks for the first time.

Meanwhile, the report finds that the gap between the top and lowest ranked banks were getting tighter.

KPMG says Nigerian banks continue to invest massively in enhancing service quality and creating better customer experiences.