Stanbic IBTC Bank Plc, has been named the leading bank in the retail and corporate banking in Nigeria by the KPMG 2022 Nigeria Banking Industry Customer Experience (CX) Survey,
Stanbic IBTC Bank occupied the first position with a 73.8 CX score out of 100 in the retail segment and sustained the leading position for the second consecutive year. Time and effort were the drivers of the impressive performance in the retail category, and the bank outperformed its peers in this regard.
Stanbic IBTC Bank, which held the top position in the retail and SME segments last year, performed well across key customer journey areas, particularly in resolution – a key area of improvement for the industry where customers rated banks on timeliness and quality of feedback on issues as well as the ability and ease of reporting issues and concerns.
Moving up five places compared to last year’s report, Stanbic IBTC Bank also emerged as this year’s leader in the corporate segment with an 80.9 score out of 100 and received great feedback on the depth of their relationship managers’ knowledge in key sectors.
The report revealed that Stanbic IBTC successfully closed the gap in digital banking, emerging as a clear leader in the industry .
