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Many old generation banks that used to ignore the importance of quality customer service are now replicating their new generation counterparts. The quality of the banks customer services to customer cab either affect the bank’s image positively or otherwise. A bank with good service always attracts more customers.

Ultimately, what is clear is that the banks that succeed in this new reality will be those that have a deeper understanding of the new and existing customers and adapt quickly to the immediate disruptions to deliver higher performance for customers.

There are customers who say they go as far as 10 miles from their homes simply because of the services they receive from the bank branch. Some go as far as transferring their funds to a particular branch because of the good customer service relationship they have developed with the bank. So ideally, to be the best you need to be excellent in every area of your scope of work.

GTBank Plc, FCMB Plc, and Citibank Plc have been rated best among others in the order of customer experience in 2019. The latest Nigeria Banking Industry Expectation Survey released by KPMG disclosed.

According to the report of the multinational professional services firm obtained by Nairametrics, the trio top the chart across the three segments captured in the year. The segments are retail, Small Medium Enterprises (SMEs) and wholesale banking.

A logo sits on display outside the offices of KPMG LLP in the Canary Wharf business and shopping district in London, U.K., on Friday, July 12, 2013. Recent data suggest Britain’s economic recovery is gaining momentum after a return to growth in the first quarter. Photographer: Simon Dawson/Bloomberg

KPMG stated that the banks had never been under pressure to perform as competition heightened to improve on customer service experience. The survey covered 25,466 retail customers, 3,045 SMEs and 369 commercial/corporate organisations.

Below is the list of the top customer friendly banks in Nigeria:

Guaranty Trust Bank also known as GTBank, is a Nigerian multinational financial institution, that offers online/internet banking, retail banking, corporate banking, investment banking and asset management services, with its head office in Victoria Island, Lagos. In July 2019, GTBank was recognized as the best bank in Africa at the annual Euromoney Awards for Excellence held in London. In the same year, it was adjudged the best bank in Nigeria for the ninth time.

GTConnect is the fully interactive, automated, self service contact centre where you can do 90% of your banking transactions from the comfort of your home or any location in the world.

Simply dial GTConnect on 0700-482666328, 234-1-4480000, 08029002900, 08039003900


FCMB’s Multilingual Contact Centre operates 24 hours a day, 7 days a week and 365 days a year, including public holidays. This means their valued customers can be reached from anywhere in the world and at any time of the day to enjoy excellent banking experience.

Contact Centre Services

The FCMB Contact Centre offers a variety of services that enable customers carry out basic banking transactions from the comfort of their home, offices and wherever else they may be. These services include:

  • Account balance request – Available via self-service on all Alternate channels.
  • ATM Card re-issuance – Available instantly at the branch.
  • ATM Card blocking
  • Cheque book request
  • Stop Cheque order
  • Information on branch / ATM locations
  • Information on Products and Services
  • Customer feedback management (complaints, commendations and suggestions)
  • Internet Banking Transaction password reset
  • Account statement request via e-mail – Available on 329 and Internet Banking.


Since its establishment in 1894, FirstBank has consistently built relationships with customers, focusing on the fundamentals of good corporate governance, strong liquidity, optimised risk management and leadership.

FirstBank seeks to maintain and enhance their reputation of providing their customers with high quality products and services. They value complaints as they assist them to improve their products, services, and customer service.

They are committed to being responsive to the needs and concerns of their customers or potential customers and to resolving complaints as quickly as possible. They are committed to being consistent, fair, and impartial when handling complaints.

First bank Customer service: 0708 062 5000


Citi has had a presence in Nigeria since 1984. Citi is the oldest existing international bank in Nigeria, with service bank branches spread across the nation.

For wholesale banking customers, there is an upswing in the

overall customer experience score with Citibank maintaining the

top spot for the third consecutive year.

Service Channels

Citiphone offers their customers the service 24-hours a day, 7-days a week for immediate assistance. Citiphone Banking gives the power to control your banking from anywhere, anytime, simply by dialing 800-830-1880* / 86-20-38801267. For credit card holders,400-821-1880*.


Author: PWAN-MAX

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