Stanbic IBTC Bank, a member of Stanbic IBTC Holdings, has retained its ranking in the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
According to the survey recently released, the lender led for the fourth consecutive year in retail banking with a customer experience score of 75.5 per cent and for the second consecutive year in the SME banking segment with a score of 77.3 per cent.
The 2024 Banking Industry Customer Experience Survey is the second edition of KPMG’s West Africa customer research publication and presents insights from over 33,000 retail customers, 5,000 SMEs, and 700 commercial/corporate organisations across Nigeria and Ghana.
The survey highlighted that Stanbic IBTC’s leadership is rooted in its commitment to core principles of customer experience excellence—integrity, resolution, expectations, time, effort, personalisation, and empathy. These values drive the bank’s ability to deliver exceptional service and foster lasting customer trust.
In a statement made available to The PUNCH on Wednesday, the Chief Executive of Stanbic IBTC Bank, Wole Adeniyi, applauded the recognition, saying, “We are honoured to be recognised as Nigeria’s top retail and SME bank for four and two consecutive years, respectively. This achievement reflects our commitment to innovation, customer-centricity, and excellence.
We will continue to raise the bar in providing financial services that empower individuals and businesses across Nigeria.”
Looking ahead, the bank stated that it remains dedicated to providing Nigerians with top-notch financial services and further strengthening its position as the leading end-to-end financial services provider in the country. Stanbic IBTC Bank offers a comprehensive range of banking solutions tailored to individual and business needs and is committed to driving financial inclusion and fostering economic growth through innovative and reliable services.
Customers have praised the bank for its robust mobile banking features, high transaction success rates, and swift issue resolution. Key updates to its mobile app, such as enhanced security features and personalised budgeting tools, have reinforced the bank’s leadership position.
