By Ayomide Otitoju
Stanbic IBTC Bank, a subsidiary of Stanbic IBTC Holdings, has retained its position as the leading bank in customer experience in the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
The bank topped the retail banking segment for the fourth consecutive year with a customer experience score of 75.5%, while also leading the SME banking category for the second consecutive year with a score of 77.3%.
The survey, KPMG’s second edition of its West Africa customer research publication, gathered insights from over 33,000 retail customers, 5,000 SMEs, and 700 commercial and corporate organisations across Nigeria and Ghana.
Stanbic IBTC’s continued leadership reflects its dedication to customer experience excellence, driven by core principles such as integrity, resolution, time, effort, personalisation, and empathy.
In a statement on Wednesday, Stanbic IBTC Bank Chief Executive Wole Adeniyi celebrated the recognition. “We are honoured to be acknowledged as Nigeria’s top retail and SME bank for four and two consecutive years, respectively. This achievement underscores our unwavering commitment to innovation, customer-centricity, and excellence,” Adeniyi said.
Looking ahead, the bank reaffirmed its dedication to delivering exceptional financial services tailored to individuals and businesses while fostering financial inclusion and economic growth through innovation.
Customers have lauded Stanbic IBTC for its robust mobile banking features, high transaction success rates, and swift issue resolution. Updates to the bank’s mobile app, including enhanced security measures and personalised budgeting tools, have further solidified its reputation as an industry leader.
