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Stanbic IBTC holds top position in West Africa banking industry customer experience survey

Stanbic IBTC Holdings, a distinguished member of the Standard Bank Group, has once again demonstrated its unwavering commitment to delivering outstanding customer experiences by securing top positions in KPMG’s 2023 West Africa Banking Industry Customer Experience Survey.

The recently released survey results highlight Stanbic IBTC’s leadership in the retail, SME, and corporate segments, solidifying its reputation as a customer-focused financial institution.

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In this latest edition of the survey, Stanbic IBTC emerged as the top performer in the KPMG experience score in both retail and SME categories, further reinforcing its exceptional performance in the 2022 edition where the bank claimed the number one spot in retail and corporate banking. The bank also secured the third position in the corporate banking category.

KPMG’s research report commended Stanbic IBTC’s excellence in critical aspects of the customer journey, attributing the success to the bank’s continuous commitment to innovation and a customer-centric approach. Notably, the strategic focus on customer onboarding, particularly through a customer entrenchment strategy, was highlighted as a pivotal factor in this well-deserved recognition.

Dr. Demola Sogunle, Chief Executive of Stanbic IBTC Holdings, expressed his delight at the recognition, stating, “This achievement is a testament to our profound commitment to providing an exceptional banking experience to our customers. We are proud to be recognized for our efforts in retail, SME, and corporate banking, and we will continue to innovate and prioritize our customers in all aspects of our operations.”

The survey, now in its 17th edition in Nigeria since 2007, covered an extensive customer base, including retail banking customers, SME banking customers, and corporate banking customers. Rankings were based on the six pillars of performance – empathy, integrity, time, effort, expectation, and personalization.

Wole Adeniyi, Chief Executive of Stanbic IBTC Bank, added, “Our success in this survey reflects the hard work and dedication of our team and the effectiveness of our customer-centric strategies. We will build on this momentum and continue to raise the bar in delivering superior banking services to our diverse customer base.”


Stanbic Bank

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