Zenith Bank Most Customer-focused Bank – KPMG

Zenith Bank Plc has again been rated Nigeria’s most customer-focused bank by the leading advisory and consultancy firm, KPMG.


In the 2016 edition of the annual banking industry Customer Satisfaction Survey recently released by KPMG, Zenith topped other Nigerian banks in the Customer Satisfaction Index (CSI) with a total of 74.6 points to clinch the prime position in the retail banking category, thereby re-enacting the feat it achieved in 2013 and 2014.

Guaranty Trust Bank came second with 74.1 points, closely followed by Diamond Bank and Stanbic IBTC with 73.5 and 73.1 points respectively

The survey launched in 2007, draws responses from customers across the retail, SME and corporate banking segments on customer preferences, levels of satisfaction and expectations from their banks.

Zenith Bank has featured prominently in the survey since it was launched 10 years ago, according to organisers, “to heighten the consciousness of service delivery among Nigerian Banks”.

In 2014, the bank cleared all three categories: Retail, SME and Corporate Banking, having similarly won two of the three categories but the SME segment the previous year.

The CSI measures customer satisfaction with banks and is ranked based on the perceived level of satisfaction derived from customers surveyed from the different categories.

The key factors considered by the CSI include convenience, product/service offering, execution excellence, value for money and customer care.

Zenith Bank is one of Nigeria’s strongest financial institutions with a shareholders’ base of over one million and the largest bank in the country by market capitalisation and tier-1 capital.

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The Zenith brand has also maintained a consistent track record of performance in several parameters including profitability and liquidity managerial competence.

The bank’s impressive growth and performance over the years have earned it excellent ratings, recognitions and endorsements from local and international agencies and institutions, some of which include: Best Customer Service Bank Nigeria 2015 by Global Banking and Finance, Best Corporate Governance Bank Nigeria 2015 by Global Banking and Finance and Best Bank in Corporate Governance 2012, 2014 and 2015 by World Finance.

Others include Best Commercial Bank in Nigeria 2013 by World Finance, the third biggest company in West Africa by Forbes & CNBC Africa, and Best Commercial Bank in Africa by Capital Finance International (CFI).

The bank is certified in three key International Standards Organisation’s (ISO) standards, namely: ISO 22301 (Business Continuity Management), ISO 20000 (IT Service Management), and ISO 27001 (Information Security Management).

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