Banks have never been under such pressure to perform. While the Nigerian banking landscape has constantly been faced with steep competition, the stakes have been raised even higher and performing well on customer experience is the new minimum standard. Our 13th consecutive year of the Banking Industry Customer Experience Survey reveals that more than ever before, there is lower differentiation and lower satisfaction scores as the gap narrows between rated banks. This indicates a higher level of customer expectation than the experience being delivered. The findings are based on 25,466 retail customers, 3,045 SMEs and 369 commercial/corporate organisations, providing feedback on their banks.
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