Globally revered audit and tax firm, KPMG, has declared Nigerian-owned Zenith Bank Plc as the Most Customer-Focused Bank in the country. In a release made available to Daily Sun yesterday, KPMG made the declaration in its 2013 Banking Industry Customer Satisfaction Survey (BICSS), which covered more than 14, 000 retail customers, 3,000 SMEs and 400 corporate and commercial organizations across Nigeria.
In 2012, Zenith Bank was also named the Best Commercial Bank in Africa by the Cfi group, based on its sterling work at home over the years. In the recent survey, KPMG introduced a survey to understand the perception of young professionals on how they intend to interact with their banks in the future, which showed that about 50 per cent preferred not to visit a bank branch.
“This fits into Zenith Bank’s current disposition as a leading technologically advanced financial services provider in Nigeria,” the report stated. Specifically, KPMG’s survey mentioned ‘excellent customer-service, financial stability, image and reputation, employer requirements and proximity of branches’ as top reasons for maintaining banking relationships at the retail customers level, while at the corporate/commercial organizations level, the group of international professionals stipulated financial stability, image and reputation, banking support of business and efficiency of credit processing as top reasons for maintaining banking relationships. Daily Sun gathered that just last week,
Zenith Bank consolidated its position in Nigeria’s banking industry with an impressive operating result that indicated excellent performance in all parameters and gives credence to an increasing market share and acceptance of the brand by the Nigerian and international banking public. “The result confirms Zenith’s leadership position in the industry as it became the first to cross the N100 billion Profit After Tax mark in a financial year.
“Evidently, Zenith Bank places high premium on Exceptional Service Delivery in its drive to consistently exceed customer expectations and the bank’s well-articulated strategy to meet and surpass customer expectations has continued to pay off hugely. With its clear understanding of its market and environment, the bank is well positioned to continue to create value for its teeming customers,” the statement read.