Guaranty Trust Bank has emerged as the best digital bank in a recent survey conducted by Agusto & Co, a research and credit rating firm.
In a statement released by the research firm, GTbank has the best users’ experience among all the financial institutions surveyed for the period.
GTBank scored 74.2 to edge last year winner, Zenith Bank that came fourth in this year survey with 70.9.
Mrs Mariam Dabiri, Senior Analyst, Financial Institutions Ratings, Agusto & Co, was quoted as saying the index offers insights into customer experience on digital platforms.
She said “As revealed by the report, GTBank emerged the Best Digital Bank in Nigeria with a user experience score of 74.2. Zenith Bank was the highest-ranked bank in the 2019 edition, with a score of 74.2 but dropped to the 4th position this year (a score of 70.9) due to lower ratings in transaction success rates, troubleshooting & IT support.
“The 2020 Consumer Digital Banking Satisfaction Survey targeted a focus group of respondents drawn from the formal and informal sectors of the economy. The coverage banks indicated in the survey are also top 10 commercial banks based on the value of total assets and contingents as at 31 December 2019,” Dabiri said.
Dabiri also said: “As a research and credit rating agency, we seek to provide banks with credible information on how best services can be improved upon for customers. We believe findings from this Index will provide good insights and suggestions to enhance customer experience. “Generally, we believe that there is a need for more dedicated investments in customer service and relationship management to support the growing traffic across digital banking channels,” she said.
