Zenith Is Nigeria’s Most Customer-Focused Bank-KPMG Survey

Zenith Bank Plc. has emerged the Most Customer-Focused Bank in Nigeria. In a declaration by KPMG in its 2013 Banking Industry Customer Satisfaction Survey (BICSS), Zenith Bank’s best-in-class service delivery was ranked the topmost 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 organizations across Nigeria.

The retail customers surveyed mentioned excellent customer service (35 per cent), financial stability (26 per cent), image and reputation (11per cent), employer requirements (10 per cent) and proximity of branches (10 per cent) as their top reasons for maintaining banking relationships. On the other hand, the corporate/commercial organizations mentioned excellent service (29 per cent), financial stability (27 per cent), image and reputation (8 per cent), banking support of business (7 per cent) and efficiency of credit processing (8 per cent) 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% preferred not to visit a branch. This fits into Zenith bank’s current disposition as a leading technological 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, 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 – recognized 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.