By Omoh Gabriel
An International Management Consulting firm, KPMG has named Zenith Bank Plc the Most Customer-Focused Bank in Nigeria. In a declaration in its 2013 Banking Industry Customer Satisfaction Survey (BICSS) KPMG said Zenith Bank is best-in-class service delivery and ranked the top most in both the retail and corporate banking categories on the basis of a Customer Satisfaction Index (CSI), which took into account key factors like convenience, product/service offering, transaction methods and systems, pricing and customer care.
The survey covered more than 14,000 retail customers, 3,000 SMEs and 400 corporate/commercial organisations across Nigeria. The retail customers surveyed mentioned excellent customer service (35 percent), financial stability (26 percent), image and reputation (11 percent), employer requirements (10-percent) and proximity of branches (10 percent) as their top reasons for maintaining banking relationships.
On the other hand, the corporate/commercial organisations mentioned excellent service (29 percent), financial stability (27 percent), image and reputation (eight percent) banking support of business (seven percent) and efficiency of credit processing (eight percent) as the top reasons for maintaining banking relationships.
In the current edition of the survey, KPMG introduced a survey to understand the perception of young professionals on how they intend to interact with their banks in the future – about 50 percent preferred not to visit a branch. This fits into Zenith Bank’s current disposition as a leading technologically advanced financial services provider in Nigeria.
Just last week, Zenith Bank consolidated its position in Nigeria’s banking industry with an impressive operating result that indicated excellent performance in all parameters and gives credence to an increasing market share and acceptance of the brand by the Nigerian and international banking public. The result confirms Zenith’s leadership position in the industry as it became the first to cross the N100 billion Profit After Tax mark in a financial year.
Evidently, Zenith Bank places high premium on exceptional service delivery in its drive to consistently exceed customer expectations and the bank’s well articulated strategy to meet and surpass customer expectations has continued to pay-off hugely. With its clear understanding of its market and environment, the bank is well positioned to continue to create value for its teeming customers.
In 2012, Zenith Bank was named Best Commercial Bank in Africa by Cfi group in view of its sterling work at home over the years and given the excellent progress already made in distant markets within Africa and far further afield.
The bank has built a brand as a reputable, international financial institution – recognised for innovation, superior customer service and performance, while creating premium value for all stakeholders. Today, the bank is known for its innovation, solid financial performance, stable and dedicated management, highly-skilled personnel, cutting edge ICT, strategic distribution channels and asset quality.