A recently conducted perception survey by the Strategy & Intelligence
Service unit of Nigeria`s leading Perception Consulting firm CMC Connect LLP
has revealed that there is a perception gap in the Nigerian banking industry.
The
nation-wide perception audit revealed that some of the banks adverts in Nigeria
are misleading. They make some of their banking services look so easy to access
but the opposite is the reality.
Also, the report revealed that “Consumers do
not have enough information and understanding about banks products”.
“Banks”, it says, “must be painstaking in providing much needed information and understanding on their products and services. They must stop making customers feel they are doing them a favour and manage customers with utmost respect and empathy. Customers have alternatives!”
The
public presentation, titled "Customers’ Perception of Banking Products and
Services in Nigeria" was presented by Mss Vanessa Ezenwafor, Team Lead,
Strategy and Intelligence and hosted by Mss Oiza Balogun, Head, Digital PR
Strategy Desk, at a webinar on Wednesday, December 6, 2023.
The survey report delved into the thoughts and
emotions of Nigerian banking customers, revealing their perspectives,
preferences, and expectations as they entrust their financial well-being to the
country's banking institutions.
Chairman
of Odu`a Investment Company Limited, Otunba Bimbo Ashiru while presenting his
opening remark, expressed his satisfaction with the detailed survey reports. He
congratulated the firm and emphasized the need for Nigerians to embrace banking
culture, citing its potential to reduce the incidence of armed robbery. In his
words, “Now it is time for us in this country to imbibe the culture of banking,
because it will reduce level of armed robbery”.
President
of the Association of Corporate Affairs Managers of Banks (ACAMB), Mr. Rasheed
Bolarinwa, who was also present at the webinar, emphasized the importance of
Nigerians adhering to due process when encountering banking issues. He
discouraged the practice of banking customers venting frustrations and
expressing discontent on social media, suggesting a more measured approach such
as making use of the bank’s customers complaints platform created by every bank
in Nigeria. Furthermore, he extended congratulations to the firm and lauded
their effort to conduct such an extensive survey.
In
her conclusion, Miss Ezenwafor posited that,” In today`s dynamic banking
landscape, customer perceptions are vital metrics that shape the industry`s
future.
“This survey underscores the importance of understanding these perceptions and acting upon them. To remain ahead of the competition, banks must embrace digital transformation, elevate the quality of customer service, and foster greater trust through transparency and responsiveness.”
The virtual event was attended by distinguished individuals from the banking sector, members of the Nigerian Institute of Public Relations (NIPR), members of Association of Corporate Affairs Managers of Banks (ACAMB) and representatives of various media platforms.
CMC
Connect LLP is a game-changer in Nigeria’s communications space that provides
insight-driven, bold, and creative solutions that put her clients ahead of the
game.
Transiting
from a Limited Liability Company to Limited Liability by Partnership, the firm
has emerged as one of Nigeria's most dynamic, most diversified, and most
capacity-infused Perception Consulting and Strategic Communication Firms. The
report can be accessed on the website of CMC Connect LLP (Perception
Consulting)
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