A recently conducted perception survey by the Strategy and 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 nationwide perception audit revealed that some of banks’ adverts in Nigeria are misleading. Respondents say they that the banks make some of their 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 the Team Lead for Strategy and Intelligence, Miss Vanessa Ezenwafor; and hosted by Head, Digital PR Strategy Desk, Miss Oiza Balogun, at a webinar last Wednesday.
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.
In his opening remarks, the Chairman of Odu’a Investment Company Limited, Otunba Bimbo Ashiru expressed his satisfaction with the detailed survey reports. He congratulated the firm and emphasised 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, emphasised 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. Bolarinwa extended congratulations to CMC Connect LLP on their effort to conduct such an extensive survey.
In her conclusion, Ezenwafor said that, ”in todays 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, ACAMB members, 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).
