Fidelity Scores Big in KPMG Customer Experience Survey

 Fidelity Scores Big in KPMG Customer Experience Survey

Fidelity Bank Plc, a prominent financial institution, has achieved remarkable recognition in the recently released KPMG 2023 West Africa Banking Industry Customer Experience Survey. This acknowledgment marks a pinnacle in the bank's successful year, showcasing its commitment to delivering exceptional customer experiences.

The survey highlights Fidelity Bank's substantial improvement in service delivery compared to 2022 figures. Notably, the bank elevated its position from 13th to 5th place in Retail, SME, and Corporate customer segment rankings. The report attributes this positive shift to the bank's dedication to enhancing customer satisfaction.

Addressing challenges faced by the Nigerian banking industry, the report notes a cash crunch that led to downtime and service degradation. Despite concerns about long-term impacts on trust and financial inclusion, the research suggests that these concerns have not materialized. Instead, a significant transition from ATMs to agency banking has been observed.

Fidelity Bank gained public acclaim for ensuring its ATMs were well-stocked during the country's cash scarcity earlier in the year. This positive news adds to a series of successes for the bank, including its reclassification as a medium price stock, recognition as the best-performing bank share at mid-year, and having the highest earnings per share on the NGX for the second consecutive year based on half-year financial figures.

As the anticipation grows for the bank's upcoming public offer and rights issue, under the leadership of Nneka Onyeali-Ikpe, Fidelity Bank is well-positioned to maintain and boost investor confidence in the coming year and beyond. The full report is available on the KPMG website, contributing to the bank's positive trajectory in the industry.