The KPMG Banking Industry Customer Satisfaction Survey was launched in 2007 to heighten consciousness of service delivery among Nigerian Banks. The survey draws responses from customers across the retail, SME and corporate banking segments on customer preferences, levels of satisfaction and expectations from their banks.

 

2014 Banking Industry Customer Satisfaction Survey

2014 Banking Industry Customer Satisfaction Survey
 

The Nigerian banking landscape continues to face significant headwinds on its bottom line - both from the topline and costs. Our view is that the greatest opportunity to grow revenue will not come from just new markets or products but rather from the ability to deliver a high quality and differentiated customer experience

2010 Banking Industry Customer Satisfaction Survey

2010 Banking Industry Customer Satisfaction Survey
The Nigerian banking industry is in a period of rapid and increasing change which has been sparked off on the one hand by the recent banking industry reforms instituted by the Central Bank of Nigeria (CBN), and on the other hand by external global/ macro-economic pressures; an outcome of the world-wide financial crises.

2013 Banking Industry Customer Satisfaction Survey

2013 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 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

2009 Banking Industry Customer Satisfaction Survey

2009 Banking Industry Customer Satisfaction Survey
This edition is launched amidst one of the most grueling economic crises the world has ever seen. Within the last one year, there have been increased cases of bankruptcy filings, liquidations and government's intervention to shore up the financial industry especially in the Western world

2012 Banking Industry Customer Satisfaction Survey

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 2000 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

2008 Banking Industry Customer Satisfaction Survey

2008 Banking Industry Customer Satisfaction Survey
This year, the survey has been expanded to achieve a more national coverage and to incorporate feedback from the retail segment; in addition to the corporate customers on which the 2007 edition was focused. The survey canvassed the opinions of about 5000 individuals and 260 businesses on the quality of service delivery by Nigerian Banks

2011 Banking Industry Customer Satisfaction Survey

2011 Banking Industry Customer Satisfaction Survey
 As Banks are undergoing a dramatic shift in their governance and operating models in order to align with regulatory demands and competitive realities, new technologies are quickening the pace of change, allowing financial institutions to embark on a journey towards integrated delivery channels

2007 Banking Industry Customer Satisfaction Survey

2007 Banking Industry Customer Satisfaction Survey
This survey canvassed the opinions of over 160 businesses on the quality of service delivery by Nigerian banks, providing an answer to key questions: Who are the leading customer-focused banks? Which Nigerian banks are achieving pre-eminence for product innovation, flawless delivery and customer responsiveness? What areas of opportunity exist for banks to further delight the corporate and commercial customer?