• Service: Advisory
  • Type: Business and industry issue, Publication series
  • Date: 7/19/2012

2012 Banking Industry Customer Satisfaction Survey 

This year's survey - the sixth edition - received responses from more than 10,000 retail banking customers together with over 2,000 SMEs/large corporate organisations in Nigeria, on their preferences, levels of satisfaction and expectations from their banks. The survey reveals an overall increase in satisfaction levels of retail and SME customer segments while overall satisfaction fell in the corporate segment.


Highlights include:


- Top 10 most customer focused banks across the Retail, SME and Corporate banking segments

- Customer feedback across different customer service themes

- Adoption levels of alternate channels

- Primary reason for maintaining banking relationships across all customer segments

- Top drivers of loyalty

- Social media and Nigerian Banks

- Key service expectations