First City Monument Bank (FCMB) has recently marked its commitment to customer satisfaction through technology-driven solutions by celebrating the 2024 Customer Service Week, which took place from October 7 to 11. This initiative aligns with the global theme of “Above & Beyond,” emphasizing FCMB’s dedication to exceeding customer expectations. The bank aims to simplify financial services for its personal and business clients through innovative banking tools, showcasing its responsiveness to the demands of a rapidly evolving financial landscape. The message reinforces FCMB’s commitment to enhancing customer experience, using technology not just to meet but to surpass standard service levels in the banking industry.
A key highlight of FCMB’s innovative approach is the introduction of biometric onboarding alongside instant BVN verification for SME accounts. These advancements enable customers to open and fund accounts swiftly without needing to visit a physical branch, promoting convenience and accessibility. This initiative represents a significant step in the bank’s ongoing digital transformation, which is designed to streamline processes and improve customer interaction with banking services. By leveraging technology to simplify the customer journey, FCMB is setting a standard for how banking services can evolve to meet modern needs.
Yemisi Edun, the bank’s Managing Director, articulated the driving philosophy behind FCMB’s customer service model during the celebration, focusing on a continuous commitment to enhancing service delivery and investing in digital solutions. This approach aims to meet the changing needs of customers effectively. Edun highlighted Customer Service Week as an opportunity to reflect on the progress made in service quality and to express gratitude to customers who rely on FCMB for their banking needs. She emphasized that the bank’s focus on a customer-first strategy has resulted in impressive scores, including a Net Promoter Score (NPS) of 65, significantly surpassing the industry benchmark of 47.
In addition to the impressive NPS, FCMB has also recorded a remarkable increase in its digital banking NPS, which surged from 44% in January 2024 to 58% by August. This uptick is indicative of the positive feedback from customers impressed by the bank’s digital transformation initiatives. FCMB’s ability to adapt to changing consumer preferences and leverage technology effectively is vital to its ongoing strategy to foster customer loyalty and trust. The bank’s efforts underline the importance of aligning service offerings with customer expectations in a technology-driven marketplace.
Felicia Obozuwa, Senior Vice President and Divisional Head of Corporate Services & Service Management at FCMB, expressed enthusiasm regarding the celebration of Customer Service Week with both customers and employees. Obozuwa noted that the commitment to superior service forms the backbone of the bank’s operations. The event serves as an important occasion to honor the loyalty of long-standing customers as well as recognize the tireless dedication of the bank’s staff. The focus during this week is not merely on celebrating achievements but also on reinforcing the bank’s mission to provide exceptional service at every interaction.
Furthermore, during the Customer Service Week, FCMB has planned special outreach initiatives designed to reward long-term customers, including offering bonuses to children with kiddies accounts and a 10% bonus for all customers purchasing airtime via the bank’s USSD and mobile platforms. These initiatives not only express gratitude toward loyal customers but also encourage engagement with FCMB’s digital channels, reinforcing the bank’s commitment to blending appreciation with innovative banking solutions. Overall, FCMB’s emphasis on customer satisfaction through technological progress demonstrates a forward-thinking approach that is likely to foster lasting relationships with its clientele.
