Home Business Zenith Bank Named Most Customer-Focused Bank

Zenith Bank Named Most Customer-Focused Bank


Leading Advisory and Consultancy Firm, KPMG, has unfolded its rating of Nigeria’s financial institutions, pronouncing Zenith Bank as the ‘Most Customer-Focused Bank’.

The rating emerged from the 2016 edition of the annual banking industry customer satisfaction survey recently released by the firm.

It showed that Zenith Bank beat other Nigerian banks to top the list, polling 74.6 points in the Customer Satisfaction Index(CSI) in the retail category.

The bank impressive feat, is a re-enactment of what it achieved in 2013 and 2014 when it also ranked first, leaving Guaranty Trust Bank to emerge runner-up with 74.1 points, and closely followed by Diamond Bank and Stanbic IBTC with 73.5 and 73.1 points respectively in this year edition.

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, with Zenith Bank featuring prominently in the survey since it was launched.

KPMG said the purpose of the survey was “to heighten consciousness of service delivery among Nigerian Banks.” It said that “In 2014, the bank cleared all three categories: Retail, SME and Corporate Banking; having similarly won two of the three categories but SME the previous year.”

It also explained that CSI measures customer satisfaction with banks, and the banks are ranked based on the perceived level of satisfaction derived by customers surveyed from the different categories, noting that key factors considered by CSI include convenience, product/service offering, executional 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 is the largest bank in the country by market capitalization and tier- 1 capital.

The bank has at over the years ensured that its brand is maintained on 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 are Best Commercial Bank in Nigeria 2013 by World Finance, 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 on 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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