Stanbic IBTC bank has proven to be a benchmark for excellence in customer experience

Stanbic IBTC Bank, a subsidiary of Stanbic IBTC Holdings, has once again demonstrated its dominance in Nigeria’s banking sector by leading the 2024 KPMG West Africa Banking Industry Customer Experience Survey. This marks the fourth consecutive year the bank has emerged as the top performer in retail banking and the second consecutive year as the leader in SME banking.

The survey, which offers insights into the experiences of over 33,000 retail customers, 5,000 SMEs, and 700 corporate organisations in Nigeria and Ghana, awarded Stanbic IBTC an impressive customer experience score of 75.5per cent in retail banking and 77.3 per cent in SME banking. These achievements underscore the bank’s unwavering commitment to delivering exceptional service.

Stanbic IBTC’s success is rooted in its focus on key customer experience principles, including integrity, resolution, personalised services, and empathy. The bank’s dedication to these values has consistently set it apart in a competitive market, earning it widespread trust and loyalty from its customers.

Reflecting on the recognition, the Chief Executive of Stanbic IBTC Bank, Wole Adeniyi, attributed the success to the institution’s customer-first philosophy. “We are honoured to be recognised as Nigeria’s top retail and SME bank for four and two consecutive years, respectively. This achievement reflects our commitment to innovation, customer-centricity, and excellence.

“We will continue to raise the bar in providing financial services that empower individuals and businesses across Nigeria.”

Stanbic IBTC has continued to evolve its offerings, with significant investments in digital innovation. Customers have commended the bank for its enhanced mobile banking app, which boasts improved security, personalised budgeting tools, and a seamless transaction experience. These updates have further solidified the bank’s reputation as a leader in modern banking solutions.

Stanbic IBTC however, aims to expand its role in driving financial inclusion and fostering economic growth in Nigeria.

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