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.
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