FCMB improves in KPMG survey
KPMG, leading international consultancy firm, has
recognised First City Monument Bank Limited as the fourth
most customer-focused bank in the Small and Medium
Enterprises segment with a score of 74.94 per cent.
It also rated the lender as the fifth in retailing banking
The assessment was carried out through a nationwide
FCMB in a statement on Sunday said the performance
came barely four years after it transformed to become a
retail and commercial banking-led lender.
The bank said the rating was an improvement compared to
2014 when it occupied the 8th and 7th positions in the SME
segment and retail banking space respectively.
The rating, contained in the KPMG Banking Industry
Customer Satisfaction Survey 2015, was on the basis of a
Customer Satisfaction Index.
The index measures convenience, product/service offering,
executional excellence, value for money and customer care.
The KPMG BICSS survey was launched in 2007 to heighten
the consciousness of service delivery among Nigerian
The survey has evolved over the years and in 2015, the
scope covered over 23,000 retail customers, 2,800 SMEs
and 400 corporate/commercial organisations across the
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