Bank Customers Dissatisfied With Digital Banking Services-Report

Nigerian credit rating firm, Agusto and Co. said Nigerian banks need to improve their customer service delivery amidst spark in digital banking.

The Lagos based credit rating and risk management firm said this in its Consumer Digital Banking Satisfaction Index.

The report said banks and other financial institutions in the country need a dedicated investment to improve customer service delivery.

The Covid-19 pandemic led to a surge in digital banking since March when the government directed a lockdown to contain the virus spread.

Due to the spark in digital banking, banks like Fidelity Bank said 87 per cent of its second quarter transaction for 2020 were digital platforms, against 82 per cent in the whole of 2019.

But the report revealed huge customer dissatisfaction with some seeking for ‘improve customer’ service as top of the complaint index of the sampled banks.

The banks include Access Bank Plc, Zenith Bank Plc, Sterling Bank Plc, Union Bank of Nigeria Plc, First Bank of Nig Ltd, GTBank Plc, First City Monument Bank Limited, Fidelity Bank Plc, Ecobank Nigeria Ltd, Access Bank Plc and United Bank for Africa Plc.

For instance UBA customers suggested that, “A customer service option should be made available on the mobile banking application.”

Also Zenith Plc’s customers requested for the, “option of an in-app customer service messenger.”

Union Bank customers requested for the banks to “Improve response time to customer complaints.”

Agusto said, “With increasing homogeneity in the services banks provided across their digital channels, the ability to provide good customer service is a key differentiating factor and also essential to enhancing user experience.”