In what can be described as a pinnacle achievement in a successful year, Fidelity Bank Plc has been lauded for its commitment to delivering exceptional customer experiences.
The recently released KPMG 2023 West Africa Banking Industry Customer Experience Survey showcased a notable improvement in the bank’s service delivery, propelling it from 13th to 5th position in Retail, 13th to 5th in SME, and 10th to 5th in Corporate customer segment rankings compared to its 2022 standings.
A passage from the report’s foreword states, “In Nigeria, the cash crunch that characterized the banking landscape and wider economy triggered significant downtimes and deterioration of banking service levels. At the time, there were concerns about the potential long-term impact on trust in the industry and the implications for financial inclusion. However, our research does not suggest that this concern has not materialized to date. Instead, we observed a significant shift from ATMs to agency banking.”
Fidelity Bank garnered widespread acclaim earlier in the year for ensuring its ATMs nationwide remained well-stocked and accessible to meet the cash needs of both customers and non-customers during the country’s cash scarcity.
This latest accolade adds to a series of positive developments for Fidelity Bank this year, underscoring the management’s adept resource utilization. These achievements include the reclassification of Fidelity Bank Plc’s stock from a small price stock to a medium price stock, its status as the best-performing bank share as of half-year (June 30), and the company with the highest earnings per share on the NGX based on half-year financial figures for the second consecutive year, among other successes.
