Agusto & Co, Nigeria’s leading research agency, has launched its 2018 Consumer Digital Banking Satisfaction Index Report, which highlights customer’s preferences and attitude towards digital banking platforms provided by banks in Nigeria.
The Index, according to the company, was released following an extensive online and offline consumer survey carried out by Agusto $ Co Limited across Nigeria. The output of the index is based on information provided by respondents on the top ten banks in Nigeria by total assets as at December 31, 2017.
Four banks were assigned a five-star rating for consumer digital Baking Satisfaction of which are Stanbic IBTC Bank, United Bank for Africa (UBA), Access Bank and First Bank of Nigeria.
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 trouble shooting 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.
Customers of the bank disclosed that there were only few instances of unsuccessful transactions and the overall functionality of Stanbic‘s digital platforms is seamless.
According to Agusto, the objective of this index is to create an independent appraisal of the ease of using digital banking platforms by the Nigerian populace considering that banks have invested significantly in digitization. The index will give banks in Nigeria insights and suggestions on ways to enhance customer experiences on digital banking platforms.
Speaking to media yesterday in Lagos, executive director, Agusto & Co, Yinka Adelekan said “one of the major reasons we launched this index was to get first hand insights on awareness, ease, issue resolution and perceived security from users of digital banking platforms in Nigeria.
“It is essential that banks in the country increase awareness of the different products and services available on their digital platforms. In addition, customers who use these platforms must be supported by minimal system downtimes, user friendly navigation processes and improved turnaround time for IT resolution.”
According to Adelekan, we understand the need for convenience, speed and for customers to feel secure when they perform transactions. As a research and credit rating agency, we seek to provide banks with credible information on how best services can be improved for customers, which we believe can be achieved with findings from the index.
For over two decades, Agusto & Co. has provided investors with invaluable information and sound financial analysis, promoting transparency and best practices. Its clientele base spans major international corporations as well as key domestic operators.