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.