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Title Customer experience
URL https://kpmg.com/ng/en/home/insights/2020/12/2020-kpmg-nigeria-banking-industry-customer-experience-survey.html
Category Business --> Information Services
Meta Keywords Customer experience
Meta Description We encourage you to delve into the findings of our research detailed in this report. For further information or inquiries, please contact us.
Owner kpmg
Description
The COVID-19 pandemic has dramatically altered customer behaviors, accelerating existing trends and introducing new ones as people adapt to a changed world. Over just a few months, customers have shifted their values, beliefs, and needs in profound ways. Our research highlights a significant trend in the Nigerian banking sector: customers are increasingly comfortable using digital channels for their banking activities, spending less of their income, and demanding greater security for their digital transactions. This shift marks the emergence of a new customer profile—one that is financially cautious, tech-savvy, and well-informed.