April 13, 2009

Not contented with its marked improvement in the latest ranting of most customer focused bank in retail banking in Nigeria by KPMG, where it moved up to number four from number nine in 2008, Stanbic IBTC has indicated its intention to upstage the big boys in the industry, Babajide Komolafe writesStanbic IBTC Bank has a dream and it is a tall one indeed. The bank having moved up the ladder in the 3rd edition of the KPMG annual banking industry customer satisfaction survey now believes it has all it takes to upstage the big boys in the industry and the bank is optimistic about this.Last week Tuesday KPMG released the results of the 3rd edition of its annual banking industry customer satisfaction survey which showed GTBank and Zenith Bank retaining number one positions in the retail and Corporate/commercial categories respectively.

The survey according to KPMG is geared towards accessing and identifying the Nigerian banks with customer driven focus. The 2009 edition, the company stated, was expanded to cover not only retail and corporate/commercial segments (as in previous years) but also SMEs across nine locations within Nigeria namely Aba, Abuja, Ibadan, Jos, Kano, kaduna, Lagos, Onitsha and Port Harcourt.The rating for customer satisfaction in the retail segment was based on eight parameters namely in the order of preference; Excellent customer service, financial stability, image and reputation, proximity/accessibility, employer requirement, access to alternative delivery channels, price/cost of service, and access to credit.