Guaranty Trust Bank has been named the 2020 best digital bank in Nigeria in a survey conducted by Augusto & Co., a research and credit rating agency.
The research firm said the lender ranked the highest in its third edition of the consumer banking satisfaction index when it comes to users’ experience.
According to the statement that accompanied the report, the firm said the index was to establish an independent appraisal of ease of using digital banking platforms in Nigeria.
It further explained that the index suggests customers’ preferences towards digital banking channels in the selected banks in the country.
Mrs. Mariam Dabiri, Senior Analyst, Financial Institutions Ratings, Agusto & Co, said “As revealed by the report, GTBank emerged the Best Digital Bank in Nigeria with a user experience score of 74.2. Zenith Bank was the highest-ranked bank in the 2019 edition, with a score of 74.2 but dropped to the 4th position this year (a score of 70.9) due to lower ratings in transaction success rates, troubleshooting & IT support.
“The 2020 Consumer Digital Banking Satisfaction Survey targeted a focus group of respondents drawn from the formal and informal sectors of the economy. The coverage banks indicated in the survey are also top 10 commercial banks based on the value of total assets and contingents as at 31 December 2019,” Dabiri said.
Dabiri also said: “As a research and credit rating agency, we seek to provide banks with credible information on how best services can be improved upon for customers. We believe findings from this Index will provide good insights and suggestions to enhance customer experience.
“Generally, we believe that there is a need for more dedicated investments in customer service and relationship management to support the growing traffic across digital banking channels,” she said.
