KPMG has named Stanbic IBTC Bank Plc, a subsidiary of Stanbic IBTC Holdings Plc, the leading bank in the retail and corporate banking in Nigeria for 2022 in a Nigeria Banking Industry Customer Experience Survey.
A KPMG statement said Stanbic IBTC Bank occupied the first position with a 73.8 CX score out of 100 in the retail segment and sustained the leading position for the second consecutive year.
After bagging the award for retail and SME segments in 2021, Stanbic IBTC improved in key customer journey areas in 2022 particularly in resolution – a key area of improvement for the industry where customers rated banks on timeliness and quality of feedback on issues as well as the ability and ease of reporting issues and concerns, the statement said.
Other areas Stanbic IBTC Bank topped on the list included, the ease of getting information about the bank, professional and friendly staff, the ease of account opening with digital-only options, and the speedy onboarding process.
The Bank is also among the top three in transacting – accessibility, timeliness, and quality of service from physical and digital channels, and in account maintenance, which covered requests for account statements, general enquiries and updates to account information with accuracy and completeness.
As against the 2021 report, Stanbic IBTC Bank moved up the pecking order to become the 2022 leader in the corporate segment with an 80.9 score out of 100 and received great feedback on the depth of their relationship managers’ knowledge in key sectors.
KPMG also noted that Stanbic IBTC had drastically improved in digital banking, emerging as a clear leader in the industry .
Giving his appreciation, WoleAdeniyi, the Chief Executive, Stanbic IBTC Bank, elucidated that “The primary goal of the bank is to forge lasting relationships with its clients by offering timely, creative, and valuable solutions that benefit them. We are fully committed to serving Nigerians with top-notch financial services.”
