Wednesday,December 18, 2019 / 04:35 PM / By Proshare Research / Header Image Credit: KPMG Nigeria

The 2019 Nigeriabanking industry customer experience survey report recently published by KPMGNigeria showed that Ecobank Nigeriarecorded significant improvement in the SME segment of the survey.

According to thereport, analysis of performance in the SME segment reveals dynamism in the 2019ranking. Despite lower levels of overall satisfaction for SMEs, Fidelity Bank and Ecobank make thegreatest improvements with both banks moving up more than four places into thetop five banks. FCMB emerged 1^st while Access Bank came 3^rd.

In the retail segment, the top two performers have remainedthe same for the fourth consecutive year.  GTBank replaced Zenith Bank as thetop-rated bank in the 2019 ranking. Sterling Bank, First Bank and UBA are the biggestmovers in 2019, coming in 3^rd, 5^th and 7^th placesrespectively.

In the wholesale segment, Citi Bank and  GTBank  maintained top spots from previous year ranking while new entrants StandardChartered and Access Bank make the top five positions at 3^rd and 5^thplaces, respectively.

KPMGNigeria has conducted the research survey since 2007. The researchers haveasked customers across financial market segments about their experience withtheir banks. Over the period, more than 200,000 customers were surveyed acrossthe country.

The2019 survey research was conducted through face-to-face and online surveymethodology completed Q2 and Q3 2019. The survey covered 25,466 retailcustomers, 3,045 SMEs and 369 commercial/corporate organizations.

Download Here - 2019 Nigerian Banking Industry Customer Experience SurveyReport by KPMG

Appendix

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