• Service: Advisory
  • Industry: Financial Services
  • Type: Survey report
  • Date: 6/21/2013

2013 KPMG Nigeria Banking Industry Customer Satisfaction Survey 


These are exciting and challenging times in the Nigerian banking industry. After a very profitable year for the industry, banks already have to contend with a lower yield environment and pressures on fee income. Inevitably, the attention will return to the customer as banks look to grow earnings. Already, customers are redefining the agenda – for the first time in five years, excellent customer service has replaced financial stability as the primary reason for maintaining banking relationships in the retail and corporate segments.