Research and credit rating agency, Agusto & Co, has launched the third edition of its consumer banking satisfaction index which dissects the level of customer satisfaction towards digital banking channels in Nigeria with Guaranty Trust Bank (GTBank) ranking highest in user experience.
According to Agusto & Co, the objective of the Index is to create an independent appraisal of the ease of using digital banking platforms by the Nigerian populace following an increased competition by banks on digital platforms as well as the growing quest for higher electronic banking income by Nigerian banks.
The consumer banking satisfaction index reveals customers’ preferences towards digital banking channels on some selected banks in Nigeria.
As revealed by the report, GTBank emerges the Best Digital Bank in Nigeria with a user experience score of 74.2. Zenith Bank was the highest-ranked bank in the 2019 edition, with a score of 74.2 but dropped to the 4th position this year, a score of 70.9 due to lower ratings in transaction success rates and troubleshooting and IT support.
Senior analyst, financial institutions ratings at Agusto &Co, Mariam Dabiri, said: “As a research and credit rating agency, we seek to provide banks with credible information on how best services can be improved for customers. We believe findings from this Index will provide good insights and suggestions to enhance customer experience. Generally, we believe that there is a need for more dedicated investments in customer service and relationship management to support growing traffic across digital banking channels.”