Zenith Bank Plc has again been rated Nigeria’s most customer-focused bank by the leading advisory and consultancy firm, KPMG.
In the 2016 edition of the annual
banking industry Customer Satisfaction Survey recently released by KPMG,
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, thereby re-enacting the feat it achieved in
2013 and 2014.
Guaranty Trust Bank came second with
74.1 points, closely followed by Diamond Bank and Stanbic IBTC with 73.5
and 73.1 points respectively.
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 organisers,
“to heighten the consciousness of service delivery among Nigerian
Banks”.
In 2014, the bank cleared all three
categories: Retail, SME and Corporate Banking, having similarly won two
of the three categories but the SME segment the previous year.
The CSI measures customer satisfaction
with banks, and are ranked based on the perceived level of satisfaction
derived by customers surveyed from the different categories.
The key factors considered by the CSI
include convenience, product/service offering, executional excellence,
value for money and customer care.
Zenith Bank is one of Nigeria’s
strongest financial institutions with a shareholders’ base of over one
million and the largest bank in the country by market capitalisation and
tier-1 capital.
The Zenith brand has also maintained a
consistent track record of performance in several parameters including
profitability and liquidity managerial competence.
The bank’s impressive growth and
performance over the years have earned it excellent ratings,
recognitions and endorsements from local and international agencies and
institutions, some of which include: Best Customer Service Bank Nigeria
2015 by Global Banking and Finance, Best Corporate Governance Bank
Nigeria 2015 by Global Banking and Finance and Best Bank in Corporate
Governance 2012, 2014 and 2015 by World Finance.
Others include Best Commercial Bank in
Nigeria 2013 by World Finance, third biggest company in West Africa by
Forbes & CNBC Africa, and Best Commercial Bank in Africa by Capital
Finance International (CFI).
The bank is certified in three key
International Standards Organisation’s (ISO) standards, namely: ISO
22301 (Business Continuity Management), ISO 20000 (IT Service
Management), and ISO 27001 (Information Security Management).
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