UBA earns Top 5 ranks in KPMG’s 2024 West Africa Banking Survey, showcasing remarkable gains in retail and SME banking through its C1st philosophy.
[dropcap]U[/dropcap]nited Bank for Africa (UBA) Plc has cemented its status as a leader in customer service, achieving Top 5 rankings in the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
The bank’s strong showing underscores its dedication to exceptional service and customer satisfaction, driven by its Customer First (C1st) philosophy.
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UBA ranked second in SME Banking and third in Retail Banking, marking a remarkable rise from previous positions.
In Retail Banking, the bank advanced from 14th in 2023 to third, while in SME Banking, it climbed from 6th to second. Similarly, UBA secured fourth place in Corporate Banking, up from 8th last year.
Oliver Alawuba, UBA’s Group Managing Director/CEO, celebrated the achievement, calling it proof of the bank’s transformative journey.
“This achievement validates our ability to turn aspirations into accomplishments and challenges into triumphs. Our C1st philosophy is more than a mantra; it’s the foundation of our success,” he said.
Alawuba attributed this success to the dedication of UBA’s workforce. “Our employees across all levels have contributed to this transformation.
Their commitment to excellence has redefined customer satisfaction, created value, and fostered trust,” he remarked.
The bank’s strategy focuses on six core principles: Integrity, Resolution, Expectations, Time and Effort, Empathy, and Personalisation. These pillars have reimagined UBA’s customer engagement, building loyalty and trust in its diverse markets.
Looking ahead, UBA aims to become the top bank in all segments. Alawuba outlined a strategy centred on strengthening customer relationships, optimising processes, and driving innovation.
“As customer expectations evolve, we remain agile, committed to delivering unparalleled value, and setting new standards of excellence,” he added.
With a workforce of 25,000 and operations in 20 African countries, as well as international hubs like the UK, USA, France, and the UAE, UBA serves over 45 million customers globally.
Offering comprehensive banking solutions, UBA champions financial inclusion and leverages advanced technology to deliver superior services.
This achievement reinforces UBA’s position as a global banking leader, continuously striving to exceed customer expectations.
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