By Odunewu Segun
Zenith Bank has topped other banks in the country to emerge as Nigeria’s most –focused bank in a survey conducted by leading financial advisory consultancy firm, KPMG.
KPMG in its 2016 edition of the annual banking industry customer satisfaction survey, Zenith topped other Nigerian banks in the Customer Satisfaction Index (CSI) with a total of 74.6 points to clinch the prime position in the retail banking category.
Zenith Bank, Nigeria’s biggest bank with a total $2.837 shareholders fund also achieved similar feat in 2013 and 2014 ahead of Guaranty Trust Bank which came second with 74.1 points. Diamond Bank and Stanbic IBTC came third and fourth with 73.5 and 73.1 points respectively.
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The survey, launched in 2007, draws responses from customers across the retail, SME and corporate banking segments on customer preferences, levels of satisfaction and expectations from their banks.
Zenith Bank has featured prominently in the survey since it was launched 10 years ago, according to the organizers; “to heighten consciousness of service delivery among Nigerian Banks”
In 2014, the bank cleared all the three categories: Retail, SMS and Corporate Banking; having similarly won two of the three categories, but SME the previous year.
The Customer Satisfaction Index (CSI) measures customer satisfaction with banks, and are ranked based on the perceived level of satisfaction derived by customers surveyed from the different categories.