Survey Ranks Citi as Most Customer Focused Wholesale Bank

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Citi retained its position as the Most Customer Focused Bank in the wholesale banking category for 2016 according to the KPMG 2016 Banking Industry Customer Satisfaction Survey (BICSS).

The survey stated that the quality of banking experience remained the reason customers chose to bank with Citi.
The KPMG BICSS was first launched in 2007 to heighten the consciousness of service delivery among Nigerian banks.

This year, KPMG expanded the scope of the survey to 29 locations across the country covering over 28,000 customers across segments. Customer selection in the wholesale banking segment was driven by a need to ensure inclusion of companies in each major business sector. The survey was based on five factors – Convenience; Product/Service; Executional Excellence; Value for Money and Customer Care.

CEO for Citi Nigeria, Akin Dawodu said: “We are very proud to be recognised, again, as the most customer-centric bank [in Nigeria]. We are constantly looking at ways to improve services for our customers and make their lives easier. Great customer service can set us apart from our competitors and it has been, and will continue to be, one of our top priorities.”

Total Nigeria also worked with Citi to develop the Electronic Bill Payment Product (E-Billspay) solution, and won the prestigious ‘Adam Smith Best Treasury’ solution in Africa award with the E-Bills Pay solution.

E-Billspay is an account number-based, online real-time credit transfer product that allows customers to make payments by using the security provided by banks. The E-Billspay services can be provided through payment channels such as internet banking, mobile banking and kiosks, by leveraging the NIBSS Instant Payment (NIP) platform that all banks in Nigeria are connected to. As a result, there is seamless Straight-Through Processing (STP) from the initiation point to receipt by the beneficiary. Implementation of E-Billspay for Total Nigeria has resulted in improved efficiency and lower costs.