GT Bank, Zenith, Intercontinental Emerge Top in KPMG Survey
GUARL | Quote | Chart | News | PowerRating -- Guaranty Trust Bank Plc, Zenith Bank Plc and Intercontinental Bank Plc have emerged first, second and third respectively in the top ten customer-focused banks in the retail segment of the market.
This was made known in the 2009 edition of the KPMG banking industry Customer Satisfaction Survey (BICSS).
The BICSS is geared towards assessing and identifying the Nigerian banks with a customer driven focus. The edition was expanded to cover not only the retail and corporate/commercial segments but also the SMEs across nine locations within Nigeria, namely Aba, Abuja, Ibadan, Jos, Kano, Kaduna, Lagos, Onitsha and Port Harcourt.
A press release signed by Adekunle Tayo of the Corporate Affairs Department of Intercontinental Bank Plc said KPMG is a global network of professional firms providing Audit, tax and Advisory Services. It operates in over 144 countries and territories with over 136,000 professionals working member firms around the world.
Other banks in the top 10 are Stanbic IBTC, Access Bank, FCMB, Oceanic Bank, Diamond Bank, Fidelity Bank and Skye Bank. Key consideration for the customers in this survey is excellent service.
A similar survey of the banking industry on Corporate/ Commercial customer segment has the following bank on its top ten: Zenith, GTBank, Skye Bank, Standard Chartered Bank, Diamond Bank, Access Bank, FCMB, First Bank Citibank and Intercontinental Bank.
The three banks, GTBank, Zenith and Intercontinental have consistently featured on the KPMG top 10 banks survey since inception three years ago. GTBank has been rated high for exceptional customer service including best ambience, financial stability, image and reputation as well as access to alternative delivery channels.
Zenith Bank has also featured on account of its image and reputation, proximity/accessibility of branch network, financial stability employer requirements and pricing/cost of products and services
Intercontinental Bank has featured on the strength of its financial stability, image and reputation, proximity/accessibility of the branch network and access to credit.
The KPMG Banking Industry Customer Satisfaction Survey is published by the Business Performance Services in the Advisory Division of KPMG Professional Services. It provides strategy, business performance, technology, project management and human resource advisory services.
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