Diamond Bank, First Bank, GTBank get high ratings in retail survey

Diamond Bank, First Bank of Nigeria Limited and Guaranty Trust Bank Plc have received high ratings in the 2013 Retail Banking Survey.

The report of the survey conducted by Ciuci Consulting, a Nigeria-based strategy and consumer intelligence firm, will be released to the public on Monday, November 18.

It shows several insights bank executives need to consider as they work to improve their service offerings to customers.

The report covers the 21 banks in the country and respondents cut across different age categories and income brackets.

According to the survey, a number of banks appeared to command significant customer mindshare.

Diamond Bank was the top bank in its category and performed better than some of the Tier 1 banks.

First bank was perceived to be the most customer-centric bank by the age group - 45 and above; while GTBank was preferred by a number of sub-segments, the report indicated.

The report quoted the Managing Partner, Mr. Chukwuka Monye, as saying, 'It is essential for banks to become innovative and begin to utilise customer intelligence in the product development and customer experience management processes. The reality is that it is difficult to innovate without knowing what the customers want. That is the focus of this report, hence its title - What Nigeria's Retail Bank Customers Want.'