Zenith Bank has been rated the most customer service-focused
bank by top consultancy firm- KPMG. In the 2016 edition of annual
Banking Industry Customer Satisfaction Survey released recently by
KPMG, Zenith bank was rated no1 in the Customer Satisfaction
Zenith bank clinched the position with 74.6 points, leaving
Guarantee Trust Bank(GTBank) at second with 73.5 points. Diamond Bank
came third with 73.5 points, and Stanbic IBTC came fourth with 73.1
The survery(first launched in 2007), is based on responses from
customers across retail, SME and corporate banking. It also draws
opinion on customer preferences, satisfaction reports and expectation
Zenith has been a regular participant at the survey, and has
never been left out since the KMPG survey was launched almost 10 years
ago. In 2014, Zenith Bank cleared of the three areas of evaluation,
including Retail, SME and Corporate banking. The previous year(2013),
Zenith topped in retail and corporate banking, but came second to
GTBank in SME.
Zenith Bank, is one of Nigeria’s banking strongholds with a very
large shareholder base of over 1 million. It is also the biggest bank
in Nigeria on the market capitalization and tier-1 capital rating.
The CSI, is a customer based survey, that draws from customer
opinions on service experience and expectation from the banks. The
principal factors considered by the Customer Satisfaction Index(CSI)
include: customer care, value for money, convenience, products
offerings, services ratings etc.
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