Credit rating and research agency, Agusto&Co has
launched its 2018 Consumer Digital Banking Satisfaction Index Report. The index
report highlights customer’s preferences and attitude towards digital banking
platforms provided by banks in Nigeria.
In the report, four banks were assigned a five-star rating
for consumer digital Banking Satisfaction. The banks include
United Bank for Africa
First Bank of Nigeria
Stanbic IBTC Bank
Access Bank Plc.
The result of the Index is based on information provided by
respondents on the top ten banks in Nigeria by total assets as at 31 December
2017.
Stanbic IBTC scored the highest, emerging the best digital
bank in Nigeria. The rating assigned to Stanbic IBTC Bank reflects ease of use,
perceived security and very good troubleshooting and IT resolution on its
different digital platforms.
The Index revealed that Stanbic IBTC Bank has the most ease
in navigating through primary platforms used such as mobile app, USSD, or web;
customers felt the most secure using their preferred primary platforms and the
bank was quick to resolve conflicts encountered but customers on the various
digital banking channels.
The report noted that customers of the bank experienced
unsuccessful transactions on few instances and the overall functionality of
Stanbic‘s digital platforms is seamless.
Executive Director, Agusto &Co, Yinka Adelekan said the
index will give commercial banks in the country insights and suggestions on
ways to enhance customer experiences on digital banking platforms.
Adelekan further noted that banks in the country must
increase awareness of the different products and services available on their
digital platforms, while customers who use these platforms must be supported by
minimal system downtimes, user-friendly navigation processes and improved
turnaround.
Agusto & Co Limited is a leading provider of industry
analysis and market insight that cut across several industries. Annually,
Agusto & Co publishes reports on several key industries of the Nigerian
economy.
