Zenith Bank Plc has been ranked top in digital banking for year 2018.
A research and credit rating agency, Agusto and Co Limited, said this when it released its 2019 Consumer Digital Banking Satisfaction Index report.
The Agency said the objective of the Index is to create an independent appraisal of the ease of using digital banking platforms by the Nigerian populace following increased competition by banks on digital platforms as well as the growing quest for financial inclusion using digital means.
“The report highlights customer’s preferences and attitude towards digital banking platforms provided by banks in Nigeria. It was carried out on an extensive online and offline consumer survey across various geopolitical zones in Nigeria.
“The survey was designed to gain an insight into the behavioural patterns of the respondents selected from both the formal and the informal sector. The output of the Index is based on information provided by respondents on the top eight banks in Nigeria by total assets as at 31 December 2018.
“Two banks were assigned a ‘4 Star’ rating for Consumer Digital Banking Satisfaction of which Zenith Bank Plc scored the highest, emerging the ‘Best Digital Bank in Nigeria’. The ‘4 Star’ rating assigned to Zenith Bank Plc reflects transaction success rates, ease of use, perceived security, good troubleshooting and IT resolution on its different digital platforms.
“The Index revealed that Zenith Bank Plc has the highest transaction success rates on the bank’s digital banking platforms including mobile app, Unstructured Supplementary Service Data (USSD) and web. The bank’s respondents experienced the most ease in navigating through the digital platforms and the bank has one of the highest number of customers who felt it has excellent rating on IT issue resolution.
The Agency noted that the Index indicated areas where the respondents requires an improvement on the services enjoyed on the various banks’ digital platforms, including improvement on the interface of the various platforms, improvement on the success rate of transactions, enhanced security measures on the digital platforms and reduction in charges for frequently used services including airtime and data top-up.
