Tuesday, 21 July 2015

KPMG SURVEY RATES FCMB 4TH SME CUSTOMER-FOCUSED BANK

A foremost international accounting, auditing and consultancy firm, KPMG, has graded Otunba Shobunmi Balogun’s First City Monument Bank Limited (FCMB) as the fourth most customer-focused bank in the Small and Medium Enterprises segment with a score of 74.94 per cent. It also rated the lender as the fifth in retailing banking space. The assessment was carried out through a nationwide customer survey.

In a statement made available to Tectono Business Review, FCMB said that the performance came barely four years after it transformed to become a retail and commercial banking-led lender. It stated that the rating was an improvement compared to 2014 when it occupied the 8th and 7th positions in the SME segment and retail banking space respectively.

As contained in the KPMG Banking Industry Customer Satisfaction Survey 2015, the rating, was on the basis of a Customer Satisfaction Index. The index measures convenience, product/service offering, executional excellence, value for money and customer care.

It would be recalled that the KPMG Banking Industry Customer Satisfaction Survey was launched in 2007 to heighten the consciousness of service delivery among Nigerian banks.
It has evolved over the years and in 2015, the scope covered over 23,000 retail customers, 2,800 SMEs and 400 corporate/commercial organisations across the country.