Stanbic IBTC tops retail banking in KPMG report
KPMG 2022 Nigeria Banking Industry Customer Experience Survey named Stanbic IBTC Bank Plc, a subsidiary of Stanbic IBTC Holdings Plc, the leading bank in retail and corporate banking in Nigeria.
According to a statement, Stanbic IBTC Bank ranked first in the retail segment with a CX score of 73.8 out of 100, maintaining its lead for the second year in a row.
The impressive performance in the retail category was driven by time and effort, and the Bank outperformed its peers in this regard.
Stanbic IBTC Bank, which led the retail and SME segments in 2021, performed well across key customer journey areas, particularly 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.
Other areas where Stanbic IBTC Bank excelled included discovery, the ease of obtaining information about the bank, professional and friendly staff, the ease of opening an account with digital-only options, and the quick onboarding process.
Stanbic IBTC Bank ranked among the top three in transacting - accessibility, timeliness, and quality of service from physical and digital channels - and account maintenance, which included requests for account statements, general inquiries, and accurate and complete updates to account information.
Moving up five places from the 2021 report, Stanbic IBTC Bank also emerged as the corporate segment's leader this year, with an 80.9 score out of 100, and received positive feedback on the breadth of their relationship managers' knowledge in key sectors.
The report also revealed that Stanbic IBTC successfully closed the digital banking gap, emerging as the industry's clear leader.
"The primary goal of the bank is to forge lasting relationships with its clients by offering timely, creative, and valuable solutions that benefit them," said WoleAdeniyi, Chief Executive Officer of Stanbic IBTC Bank, in response to these accomplishments. We are fully committed to providing top-tier financial services to Nigerians."
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