Stanbic IBTC Bank, a subsidiary of Stanbic IBTC Holdings, has maintained its top position in the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
The latest report revealed that the bank ranked first in retail banking for the fourth consecutive year with a customer experience score of 75.5%. It also retained its leadership in SME banking for the second year in a row, achieving a score of 77.3%.
The survey, KPMG’s second edition of its West Africa customer research, provides insights from over 33,000 retail customers, 5,000 small and medium enterprises (SMEs), and 700 corporate organizations across Nigeria and Ghana.
Stanbic IBTC’s consistent performance is attributed to its focus on key customer experience principles such as integrity, swift issue resolution, managing expectations, reducing effort, personalization, and empathy. These values underpin the bank’s ability to deliver outstanding service and build long-term customer loyalty.
In a statement shared on Wednesday, the Chief Executive of Stanbic IBTC Bank, Wole Adeniyi, expressed gratitude for the recognition. He stated, “Being recognized as Nigeria’s leading retail and SME bank for four and two consecutive years, respectively, is a great honor. This milestone reflects our dedication to innovation, customer focus, and service excellence.
We remain committed to setting new benchmarks in financial services delivery, empowering individuals and businesses across Nigeria.”
Looking forward, Stanbic IBTC reaffirmed its dedication to delivering high-quality financial services and strengthening its reputation as a top-tier financial services provider in Nigeria. The bank offers a wide array of tailored solutions for individuals and businesses, aimed at driving financial inclusion and economic growth.
Customers have praised the bank for its advanced mobile banking features, seamless transaction processes, and effective issue resolution. Recent updates to its mobile app, including enhanced security and personalized budgeting tools, have further solidified its leadership in the sector.
