The ranking released recently by Agusto & Co, a foremost research and credit rating agency in Nigeria through the 2019 Consumer Digital Banking Satisfaction Index placed Zenith Bank on top of other major competitive brands in the sector.
The rating agency explained in the report that the index, which is in its second year was the result of an extensive online and offline consumer survey carried out across various geopolitical zones in the country.
The company said it was designed to give insights into the behavioural patterns of the respondents, drawn from both the formal and the informal sectors.
The output of the index is based on information provided by respondents on the top eight banks in Nigeria by total assets as of December 31, 2018.
In the survey, two banks were assigned a ‘4star’ rating for Consumer Digital Banking Satisfaction, with Zenith Bank scoring the highest and emerging the ‘Best Digital Bank in Nigeria’.
The report further noted that the ‘4star’ rating assigned to zenith Bank reflected transaction success rates, ease of use, perceived security and good troubleshooting &IT resolution on its different digital platforms.
The report also revealed that Zenith Bank has the highest transaction success rates on digital banking Platforms such as the mobile app, USSD (Unstructured Supplementary Service Data) or web, staying the bank’s respondents experienced the most ease in navigating through the digital platforms.
It said the bank has one of the highest numbers of customers who felt it has an excellent rating on IT issue resolution.
The Consumer Digital Banking Satisfaction Index report highlights customer’s reference and attitude towards digital banking platforms provided by banks in the country.
The objective of the index is to create an independent appraisal of ease of using digital banking platforms by the Nigerian populace, following an increased competition by banks on digital platforms as well as the growing quest for financial inclusion using digital means.
Zenith Bank Plc is recognised as one of the most innovative financial institutions in Nigeria and was voted the most customer-focused bank in Nigeria for the retail and SME segment in the 2018 KPMG Annual Banking Industry Customer Satisfaction Survey (BICSS).
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