United Bank for Africa (UBA) Plc, Africa’s Global Bank, has further established its position as a customer-focused institution, securing a spot among the Top 5 banks in several categories of the KPMG 2024 West Africa Banking Industry Customer Experience Survey.
The survey underscored UBA’s strong performance, placing it second in SME Banking and third in Retail Banking. These results represent a significant advancement, propelled by the bank’s commitment to its “Customer First” (C1st) philosophy.
The bank’s upward trajectory in customer satisfaction is clear. In Retail Banking, UBA jumped to third place from 14th in 2023. Similarly, in SME Banking, it rose to second place from 6th. In Corporate Banking, the bank earned fourth place, up from 8th last year. These gains highlight UBA’s dedication to exceeding customer expectations and providing outstanding service across its operations.
UBA’s Group Managing Director/CEO, Oliver Alawuba, referred to the recognition as a validation of the bank’s transformation. He stated, “This achievement is a testament to our ability to turn aspirations into accomplishments and challenges into triumphs. Our “Customer First” (C1st) philosophy is more than a mantra; it’s the foundation of our success. Through it, we’ve redefined customer satisfaction, created value, and built lasting trust and loyalty.”
Alawuba credited UBA’s success to the unwavering dedication of its employees. “From our retail branches to corporate offices, and from technology teams to front-line staff, every effort has contributed to this extraordinary transformation. I am deeply grateful to our remarkable team for making this possible,” he said.
He highlighted the bank’s focus on six pillars of customer experience: Integrity, Resolution, Expectations, Time and Effort, Empathy, and Personalization. These principles have transformed UBA’s interactions with customers, fostering trust and loyalty across its varied markets.
While celebrating these milestones, Alawuba reaffirmed UBA’s ambition to be the leading bank in all segments. He outlined the bank’s strategy to deepen customer relationships, enhance processes, and drive ongoing innovation. “As the banking landscape evolves and customer expectations rise, we remain agile and committed to delivering unparalleled value. Together, we will set new benchmarks for excellence,” he added.
UBA is a prominent financial institution with 25,000 employees serving over 45 million customers worldwide. Operating in 20 African countries and international hubs such as the UK, USA, France, and the UAE, UBA offers a comprehensive range of retail, commercial, and institutional banking services, championing financial inclusion and utilizing cutting-edge technology.