UBA emerges top 5 in customer experience survey for banks

The United Bank for Africa (UBA) Plc has emerged among the top 5 banks in various survey’s segmentation in the recently released KPMG 2024 West Africa Banking Industry Customer Experience Survey.

The survey showed that UBA earned a second place in SME banking as well as a third place in retail banking.

In retail banking, the bank rose to third place up from the14th place recorded in 2023, while in SME banking, it jumped to second position up from 6th place last year.

The bank also made progress in corporate banking, climbing to fourth place from 8th in 2023.

Speaking on the achievement via a statement on Tuesday, January 7, 2025, UBA’s Group Managing Director/CEO, Oliver Alawuba, said: “This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories.

“At the heart of this success lies our unwavering commitment to the Customer First (C1st) philosophy. It is not just a slogan but the essence of who we are. Through C1st, we’ve redefined customer satisfaction, delivered value, and earned the trust and loyalty of our clients.”

Alawuba, who credited UBA’s success to the dedication of its employees, stated: “From retail branches to corporate offices, from technology teams to front-line staff, every effort contributed to this extraordinary transformation.

“I extend my heartfelt gratitude to our exceptional team for making this possible.”

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According to the GMD, UBA has for several years, placed its customers at the centre of its operations, guided by its six pillars of customer experience including Integrity- Building trust through honesty, Resolution- Promptly addressing customer concerns, Expectations-Anticipating and exceeding customer needs, Time and Effort- Simplifying processes to save time, Empathy-Demonstrating genuine care and understanding as well as Personalisation- Delivering tailored solutions.

He added that these principles have reshaped how UBA connects with its customers, fostering trust and deepening loyalty across its diverse markets.

The UBA GMD noted that the bank remains committed to becoming the undisputed number one across all segments, adding that the bank aims to achieve this through deepened customer relationships, strengthened processes, and continuous innovation.

Alawuba said: “The world of banking is evolving rapidly, and customer expectations are at an all-time high. To lead in this dynamic landscape, we must stay agile, innovative, and unwavering in our commitment to excellent service.

“Together, we will set new benchmarks and deliver unparalleled value to our customers.”

The Star