It also noted that only two banks recorded actual increases in their customer experience scores – reflecting higher customer expectations and the imperative to respond to rapidly evolving customer expectations. Further analysis of the report showed dynamism in the SME segment in this year’s ranking. “When assessed against the six pillars, integrity, defined as being trustworthy and engendering trust, is the pillar where Nigerian banks perform the strongest. This is not unexpected given the role banks play in the lives of customers,” the report noted.It also observed that integrity was fundamental to great customer experience because, without it, the experience loses value. It, however, noted that personalisation, which is the bank’s ability to use individualised attention to drive an emotional connection with the customer, lags other pillars.

Source: The Guardian January 08, 2020 03:11 UTC