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Stanbic IBTC Holdings, a member of the Standard Bank Group, has once again demonstrated its unwavering commitment to delivering outstanding customer experiences, securing top positions in KPMG’s 2023 West Africa Banking Industry Customer Experience Survey.
In the recently unveiled survey results, Stanbic IBTC emerged as a leader across retail, SME, and corporate segments, clinching the prestigious top position in the KPMG experience score for both retail and SME categories. The bank also achieved an impressive third position in the corporate banking category.
This remarkable achievement follows the Group’s stellar performance in the 2022 edition of the survey, where Stanbic IBTC claimed the number one spot in both retail and corporate banking categories.
KPMG’s research report highlighted Stanbic IBTC’s exceptional performance, citing excellence in critical aspects of the customer journey within the retail and SME segments. The report attributed this success to the bank’s dedication to innovation and a customer-centric approach. Particularly, the strategic focus on customer onboarding, notably through a customer entrenchment strategy, was identified as a pivotal factor in earning this well-deserved recognition.
Dr Demola Sogunle, Chief Executive of Stanbic IBTC Holdings, expressed his delight at the recognition, stating, “This achievement is a testament to our profound commitment to providing an exceptional banking experience to our customers. We are proud to be recognized for our efforts in retail, SME, and corporate banking, and we will continue to innovate and prioritize our customers in all aspects of our operations.”
The survey, now in its 17th edition in Nigeria since its inception in 2007, encompassed an extensive customer base, including a wide range of retail banking customers, thousands of SME banking customers, and hundreds of corporate banking customers participating in the research. The rankings were based on six pillars of performance – empathy, integrity, time, effort, expectation, and personalization.
Wole Adeniyi, Chief Executive of Stanbic IBTC Bank, added, “Our success in this survey reflects the hard work and dedication of our team and the effectiveness of our customer-centric strategies. We will build on this momentum and continue to raise the bar in delivering superior banking services to our diverse customer base.”
Earlier this year, Fitch Ratings reaffirmed the National Long-Term Ratings of Stanbic IBTC Holdings and Stanbic IBTC Bank Limited at ‘AAA (nga).’ Fitch also assigned stable outlooks to the ratings, underscoring the financial institution’s resilience in a challenging operating environment and recognizing its sound asset quality, robust capitalization, consistent profitability, and the strategic importance of being a member of the Standard Bank Group.
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