Customers of CAL Bank were the most satisfied with measures put in place by the bank during the covid-19 pandemic, according to the 2020 KPMG Banking Customer Experience Survey.

According to the survey, 90% of customers surveyed were aware of their banks support during the pandemic. 

Absa, Stanbic and Standard Chartered placed third respectively.

With regard to the top five retail banks in the country, GT Bank, Zenith, Absa, Access and Stanbic Bank placed first to fifth respectively.

The customers ranked these banks based on regular messages recommending customized services and products, as well as no delay in the provision of services at the branches.

Others were the provision of clear messaging about fees & charges, regular interaction with bank staff via WhatsApp and the professional and willingness on the part of staff to assist, which the customers scored the aforementioned banks 80%.

Also, 67% of the respondents use mobile apps at least once a day, once a week or monthly for banking transaction, whilst 69% of customers surveyed open bank accounts using the branch, but almost all prefer digital means to do so.

63% of respondents expressed their satisfaction with the ease and speed of setting them up on online platforms, whereas only 14% of respondents are very dissatisfied with the length of wait times when making a complaint

Channel usage

The findings revealed that branch usage is decreasing in favour of digital channels as ATM, Mobile and Internet banking usage have been accelerated by COVID-19.

Also, Call Centre usage is declining as complaints are done via Facebook, Instagram and Twitter

On the future of customer experience, the report said banks will need to understand the data of their customers and how the data drives day-to-day activities.

The survey sampled 1000 people with 66% being first degree holders and 37% earning between 1000 and 3000 a month.