By Abiola Olawale
United Bank for Africa (UBA) has been ranked among top five banks in West Africa, a recent customer experience survey conducted by KPMG for the West African banking sector has revealed.
According to the KPMG 2024 West Africa Banking Industry Customer Experience Survey, UBA excelled in the Small and Medium Enterprises (SME) and Retail Banking segments, marking a crucial improvement in their rankings from the previous year.
A breakdown of the report showed that in SME Banking, UBA secured the second position, up from sixth place in 2023.
In Retail Banking, the financial institution rose to third place from the 14th position in 2023.
A brief explanation in the report stated that the performance highlights UBA’s transformation under its Customer First (C1st) philosophy, focusing on customer satisfaction and innovative service delivery.
The survey also noted UBA’s commitment to further enhancing customer experiences across all segments through deepened relationships, strengthened processes, and continuous innovation.
Speaking on the achievement, UBA’s Group Managing Director/CEO, Oliver Alawuba, said: “This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories. At the heart of this success lies our unwavering commitment to the Customer First (C1st) philosophy. It is not just a slogan but the essence of who we are. Through C1st, we’ve redefined customer satisfaction, delivered value, and earned the trust and loyalty of our clients.”
Alawuba who credited UBA’s success to the dedication of its employees, said: “From retail branches to corporate offices, from technology teams to front-line staff, every effort contributed to this extraordinary transformation. I extend my heartfelt gratitude to our exceptional team for making this possible.”
According to the GMD, UBA has for several years, placed its customers at the centre of its operations, guided by its six pillars of Customer Experience: including Integrity- Building trust through honesty; Resolution- Promptly addressing customer concerns; Expectations-Anticipating and exceeding customer needs; Time and Effort- Simplifying processes to save time; Empathy- Demonstrating genuine care and understanding as well as Personalisation- Delivering tailored solutions.
He added that these principles have reshaped how UBA connects with its customers, fostering trust and deepening loyalty across its diverse markets.
While celebrating this milestone, the GMD disclosed that UBA remains committed to becoming the undisputed number one financial institution across all segments, adding that the bank aims to achieve this through deepened customer relationships, strengthened processes, and continuous innovation.
“The world of banking is evolving rapidly, and customer expectations are at an all-time high. To lead in this dynamic landscape, we must stay agile, innovative, and unwavering in our commitment to excellent service. Together, we will set new benchmarks and deliver unparalleled value to our customers,” he stated.
The New Diplomat reports that UBA is one of the largest employers in the financial sector on the African continent, with 25,000 employees group-wide and serving over 45 million customers globally. Operating in twenty African countries and the United Kingdom, the United States of America, France and the United Arab Emirates, UBA provides retail, commercial and institutional banking services, leading financial inclusion and implementing cutting-edge technology.
