Stanbic IBTC Bank Maintains Leadership in Retail and SME Banking Excellence
Stanbic IBTC Bank, a subsidiary of Stanbic IBTC Holdings, has reaffirmed its position as a top financial institution, emerging as the leader in both the Retail Banking and SME Banking categories in the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
This recognition marks the bank’s fourth consecutive year at the helm of Retail Banking, with a customer experience score of 75.5%, and its second consecutive year leading the SME Banking segment, achieving an impressive 77.3% score.
Excellence in Retail Banking
Stanbic IBTC Bank’s success in Retail Banking is rooted in its commitment to delivering exceptional customer satisfaction, seamless account management, and cutting-edge digital solutions.
Customers commend the bank for its advanced mobile banking features, high transaction success rates, and rapid resolution of issues. Recent enhancements to the Stanbic IBTC mobile app, including fortified security measures and personalized budgeting tools, have solidified its leadership in the sector.
One satisfied retail customer shared, “Stanbic IBTC’s responsiveness and quick resolution of unusual account activity reaffirmed my confidence in their services.”
Leading the SME Banking Space
In the SME Banking category, Stanbic IBTC Bank continues to excel by addressing the unique challenges faced by small and medium enterprises. The bank’s efficient payment systems, proactive problem-solving approach, and personalized relationship management have been game-changers for many businesses.
An SME customer highlighted, “Stanbic IBTC’s SME services have been a game changer for my business, offering unmatched support and solutions that are both timely and effective.”
Customer Experience at the Core
The survey attributes Stanbic IBTC’s dominance to its unwavering commitment to key principles of customer experience excellence, including integrity, resolution, personalization, empathy, and efficiency. These values underpin the bank’s ability to build trust and deliver outstanding services.
Leadership Perspective
Wole Adeniyi, Chief Executive of Stanbic IBTC Bank, expressed gratitude for the recognition, stating:
“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.”
A Vision for the Future
Looking ahead, Stanbic IBTC Bank remains focused on offering tailored financial solutions for individuals and businesses while driving financial inclusion and fostering economic growth. The bank aims to maintain its leadership by delivering innovative and reliable services, ensuring it remains a trusted end-to-end financial services provider in Nigeria.
