By Ayomide Otitoju
First City Monument Bank (FCMB) has reiterated its commitment to enhancing customer satisfaction through technology-driven solutions as it celebrates the 2024 Customer Service Week from October 7 to 11.
In a statement on Monday, the bank highlighted the global theme of this year’s celebration, “Above & Beyond,” which underscores FCMB’s dedication to exceeding customer expectations by offering innovative banking tools that simplify financial services for both personal and business clients.
As part of its latest innovations, FCMB has rolled out biometric onboarding and instant BVN verification for SME accounts, allowing customers to open and fund accounts without visiting a branch, further showcasing its customer-centric approach.
Commenting on the bank’s commitment to customer service, FCMB Managing Director Yemisi Edun stated that the bank strives to go above and beyond by continuously enhancing service delivery and investing in digital solutions. “We aim to meet the evolving needs of our customers. This year’s Customer Service Week is a moment to celebrate our progress and express our gratitude to those we serve,” Edun said.
She also noted that FCMB’s customer-first strategy has led to a Net Promoter Score (NPS) of 65, significantly higher than the industry benchmark of 47 per cent. Additionally, the bank’s digital banking NPS rose from 44 per cent in January 2024 to 58 per cent by August, reflecting positive feedback from customers on its digital transformation efforts.
Felicia Obozuwa, Senior Vice President and Divisional Head of Corporate Services & Service Management at FCMB, expressed excitement about the week-long celebration. “We are thrilled to celebrate Customer Service Week with our customers and employees. Our commitment to service is at the core of everything we do, and this week allows us to appreciate the loyalty of our customers and the dedication of our staff,” Obozuwa said.
She also announced special outreach initiatives during the week, with long-term customers, children with kiddies accounts, and customers purchasing airtime via FCMB’s USSD and mobile platforms receiving a 10 per cent bonus.
