Advertisement

UBA Earns Top 5 Spot in Customer Experience Survey, Shines in SME and Retail Banking

“This achievement is a testament to our ability to turn aspirations into accomplishments and challenges into triumphs”

United Bank for Africa (UBA) Plc, Africa’s Global Bank, has solidified its reputation as a customer-focused institution, earning a place among the Top 5 banks in multiple segments of the KPMG 2024 West Africa Banking Industry Customer Experience Survey.

The survey highlighted UBA’s strong performance, ranking second in SME Banking and third in Retail Banking. These achievements reflect a significant improvement, driven by the bank’s commitment to its Customer First (C1st) philosophy.

The bank’s upward trajectory in customer satisfaction is evident. In Retail Banking, UBA advanced to third place from 14th in 2023. Similarly, in SME Banking, it climbed to second position from 6th. In Corporate Banking, the bank secured fourth place, up from 8th last year. These strides underscore UBA’s dedication to surpassing customer expectations and delivering exceptional service across its operations.

UBA’s Group Managing Director/CEO, Oliver Alawuba, described 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.”

Advertisement

Alawuba attributed UBA’s success to the unwavering commitment 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 emphasized the bank’s focus on six pillars of customer experience: Integrity, Resolution, Expectations, Time and Effort, Empathy, and Personalization. These principles have reshaped UBA’s engagement with customers, fostering trust and loyalty across its diverse markets.

While celebrating these milestones, Alawuba reaffirmed UBA’s ambition to become the top bank across all segments. He outlined the bank’s strategy of deepening customer relationships, enhancing processes, and driving continuous 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 leading financial institution with 25,000 employees serving over 45 million customers globally. Operating in 20 African countries and international hubs such as the UK, USA, France, and the UAE, UBA offers a full range of retail, commercial, and institutional banking services, championing financial inclusion and leveraging cutting-edge technology.

Advertisement