Agusto & co, Nigeria’s pan- African foremost rating has rated Zenith Bank Plc as the best digital bank in Nigeria in the 2019. The rating was contained in the agency’s Consumer Digital Banking Satisfaction Index Report released recently.
The Agusto & co’s Consumer Digital Banking Satisfaction Index report creates an independent appraisal of ease of using digital banking platforms by Nigerian banking populace and it highlights customers’ preferences and attitude towards digital banking platforms by banks in the country.
The report was created following increased competition by banks on digital platforms as well as the growing quest for financial inclusion by the banking regulator using digital means.
Agusto & Co. 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 Nigeria.
The survey, according to the rating agency, was designed to give insight into the behavioural patterns of the respondents, drawn from both the formal and the informal sector.
The output of the index was 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 ‘4 Star’ 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 ‘4 Star’ rating assigned to Zenith Bank reflects 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 mobile app, USSD (Unstructured Supplementary Service Data) or web, the bank’s respondents experienced the most ease in navigating through the digital platforms, and the bank has one of the highest numbers of customers who felt it has an excellent rating on IT issue resolution.
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 segments in the 2018 KPMG Annual Banking Industry Customer Satisfaction Survey (BICSS). The bank’s commitment to world-class service standards, products and solutions has also ensured its market dominance.
And most recently, the bank won the Best Bank in Retail Banking and the Bank of the Year at the 2019 BusinessDay Banks and Other Financial Institutions (BOFI) Awards.