• Wed. Apr 24th, 2024

Fidelity Bank Excels In KPMG Customer Experience Survey

Fidelity Bank Plc, a prominent financial institution, celebrates a significant milestone as it emerges as a top performer in providing outstanding customer experiences, according to the recently published KPMG 2023 West Africa Banking Industry Customer Experience Survey.

The report highlighted Fidelity Bank’s remarkable improvement in service delivery to customers, notably advancing from 13th to 5th position in Retail, 13th to 5th position in SME, and 10th to 5th position in Corporate customer segment rankings compared to the 2022 figures.

An excerpt from the report’s foreword acknowledges the challenges faced within the Nigerian banking landscape, particularly the cash scarcity that impacted banking services. However, the survey indicates a notable shift from ATMs to agency banking without a significant long-term impact on trust within the industry or financial inclusion.

Fidelity Bank garnered commendation earlier in the year for ensuring its ATMs nationwide remained adequately stocked, catering to the cash needs of both customers and non-customers during the cash scarcity period in the country.

This recognition of improved customer service adds to a series of positive achievements for Fidelity Bank this year. The institution’s efficient resource management resulted in its reclassification from small to medium price stock, along with being lauded as the best-performing bank share as of the mid-year mark (June 30). Additionally, Fidelity Bank secured the position of the company with the highest earnings per share on the NGX, based on half-year financial figures for the second consecutive year.

As the public eagerly awaits the launch of the bank’s public offer and rights issue, led by Nneka Onyeali-Ikpe, Fidelity Bank seems well-positioned to maintain and even enhance investor confidence in the institution, signaling a positive trajectory well into the New Year and beyond.

The comprehensive 2023 West Africa Banking Industry Customer Experience Survey report is accessible on the KPMG website for further insights.

Fidelity Bank’s continued commitment to exceptional service delivery underscores its dedication to elevating customer experiences, solidifying its reputation as a frontrunner in the financial industry.

Hyacinth Beluchukwu Nwafor

Hyacinth Beluchukwu Nwafor is a seasoned journalist and the CEO/Founder Belch Digital Communications, publishers of Hybrid News Nigeria.

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