Customer Service – What Nigerians Say About Their Banks

Customer service is a key ingredient in banking services and in any field at all which depends on clientele patronage to survive. But when it comes to banking service in Nigeria generally, it could become a nightmare. In this report, we present a perspective of customer service as Nigerians experience it daily.

BY BLESSING AREMU

My name is Efemena Agadama, AND I work with tegic media.

I bank with UBA and Ecobank. For me, UBA is cool, I’ve been using it for some years now, I have no problem with them, I use Ecobank as well no problem too,  but today leaving my home as early as 8 am to Gtbank to register an account and get an Automatic Teller Machine (ATM) card, I’ve been to different branches of Gtbank –  a branch at Berger, and another one at Ogba still with no success. This is giving me a first wrong impression about the bank.

My name is Adebisi Abu ibidayo. I work with the Lagos State Government, my company is one of those in Private Partnership relationship with the  Lagos State Waste Management Authority (LAWMA)  more or less like a partner with them they regulate our activities. (PSP)

I use a couple of banks, like FCMB, Stanbic, Access, Ecobank..

What brought me to Ecobank, Ogba branch today is more like coincidence., I’ve been requesting a statement of account for the past two weeks from one of their branches at Motorways Alausa, and they keep saying the platform is bad.

Getting to this place today, they were able to do what I wanted, but majorly I think Ecobank service has been completely awkward; this is a bank I  have been using for a very long time. 

I’m still ok with FCMB, & Stanbic among the banks I used, but at times with these banks in Nigeria your status and your kind of personality go a long way for you to get some of the things you want faster rather than when you’re just an ordinary man. Sometimes they tend to look at how  your account balance is. What I mean is that when you come around and they see that your account is doing very well they tend to fast track your transactions.

My Name is Adeola Adeole, and I’m a journalist. I’ve worked for the Nigerian Telelvision Authority (NTA),  liberty TV, Kaftan TV  here in Ogba. I’m, not working with any of them right now as I’m trying to develop my organisation. 

I use Zenith Bank, GTBank, and Access Bank 

All these banks, one can’t predict their services;  they all have their issues one day or the other. Like today I went to Zenith Bank Ogba, their customer service was very nice to me, tomorrow if I go to the same Zenith bank they might not be nice so, I cannot say any of these banks services is best.

If we can have a way of upgrading banks services in Nigeria, maybe an easy way to resolve complaints from the customer directly from their home without having to come to banks, it may be better.

My name is Shola Akanbi, a student at Sea Foundation Secondary School here in Ogba 

I bank with FCMB, and I have issues with their mobile banking app most times when it rains, it’s either you make a transaction they won’t debit you fast, or if someone credits, you won’t see alert very fast. I also have  same issues with their code *329# 

My name is Abimbola Yinka, and I’m a student at the University of Ilorin 

I use Wema and UBA. UBA is nice everywhere, their customer services are very nice, kind people, nice facilities, beautiful buildings always but WEMA services have been giving me a whole lot of stress. Their network is bad. There was a day I tried to send money but for like three days the money didn’t deliver 

My name is Ilerioluwa Alakuro and I’m a Student and a Fashion Designer 

I use Gtbank.  in terms of the visit to the bank it is quite frustrating – they are not fast enough in handling crowds but their ATM service is quite good; it is fast

My name is Abiola Ayo-Duvbiama. I’m a student at the Nigerian Institute of Journalism

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I use Gtbank and First bank.

For Gtbank their ATM service is splendid, so is depositing money and customer service. With regards to First bank, it is very slow in all areas of service