According to a survey carried out by KPMG, Zenith Bank has been rated as the most customer-focused bank in the 2016 Annual Banking Customer Satisfaction Index (CSI) with a total points of 74.6 in the retail banking category. This feat was also achieved by the bank in 2013 and 2014. They were closely followed by Guaranty Trust Bank who had a 74.1 points, followed by Diamond Bank and Stanbic IBTC Bank with 73.5 and 73.1 points respectively.
The survey was launched in 2007 with a view on gathering responses from retail customers, SMEs, corporate bankers on their preferences and satisfaction derived from their banks. According to the organizers Zenith Bank has been involved in the survey since it was launched in 2007, “to heighten consciousness of service delivery among Nigerian Banks”. The bank cleared all the categories for retail banking, SMEs and corporate banking in 2014.
The Customer Satisfaction Index (CSI) is carried to know the level of satisfaction derived by customers from their banks after a survey from various categories. The major factors considered in this survey include convenience, product/service offering, executional excellence, value for money and customer care. The Zenith Bank has positioned itself as one of the strongest financial institutions in the country with a shareholder base of over a million and the largest in market capitalization and tier-1 capital.
The bank’s performance over the years has earned it a lot recognition from both local and international agencies which includes; Best Customer Service Bank Nigeria 2015 by Global Banking and Finance, Best Corporate Governance Bank Nigeria 2015 by Global Banking and Finance and Best Bank in Corporate Governance 2012, 2014 and 2015 by World Finance.
Other laurels in their name are; Best Commercial Bank in Nigeria 2013 by World Finance, third biggest company in West Africa by Forbes & CNBC Africa and Best Commercial Bank in Africa by Capital Finance International (CFI) The Bank is certified on three key International Standards Organisation’s (ISO) standards namely; ISO 22301 (Business Continuity Management), ISO 20000 (IT Service Management) and ISO 27001 (Information Security Management).