Stanbic IBTC Dominates Retail, SME Banking Segments In KPMG’s 2023 Customer Experience Survey
Stanbic IBTC Holdings has dominated the retail top spots in KPMG’s 2023 West Africa Banking Industry Customer Experience Survey.
In the survey results released recently, Stanbic IBTC emerged as a leader in retail, SME and corporate segments, securing the top spot in the KPMG experience score in retail and SME. The bank also claimed the third position in the corporate banking category.
According to the survey, the remarkable feat was a sequel to the Group’s impressive performance in the 2022 edition of the survey, where the Bank claimed the number one spot in both retail and corporate banking categories.
Expressing his delight at the recognition, Demola Sogunle, Chief Executive at Stanbic IBTC Holdings, said, “This achievement is a testament to our profound commitment to providing exceptional banking experience to our customers. We are proud to be recognised for our efforts in retail, SME, and corporate banking, and we will continue to innovate and prioritise our customers in all aspects of our operations.”
On his part, Wole Adeniyi, Chief Executive at Stanbic IBTC Bank, said, “Our success in this survey reflects the hard work and dedication of our team and the effectiveness of our customer-centric strategies. We will build on this momentum and continue to raise the bar in delivering superior banking services to our diverse customer base.”
The KPMG’s research report emphasised Stanbic IBTC’s outstanding performance, citing excellence across critical aspects of the customer journey in the retail and SME segments.
It attributed the success to the bank’s unwavering commitment to innovation and a customer-centric approach. The strategic focus on customer onboarding, particularly through a customer entrenchment strategy, was highlighted as a pivotal factor in the recognition.
The survey, now on its 17th edition in Nigeria since its inception in 2007, covered an extensive customer base, with wide-ranging retail banking customers, thousands of SME banking customers, and hundreds of corporate banking customers participating in the research. The rankings were based on the six pillars of performance – empathy, integrity, time, effort, expectation, and personalisation.
