By Abubakar Yunusa
United Bank for Africa (UBA) Plc has solidified its reputation as a customer-focused financial institution, earning top spots in the recently released KPMG 2024 West Africa Banking Industry Customer Experience Survey.
UBA ranked second in SME Banking and third in Retail Banking, marking significant progress under its “Customer First” (C1st) philosophy.
The survey also highlighted a remarkable leap in Retail Banking, where UBA rose from 14th place in 2023 to third place this year, and in SME Banking, moving from sixth to second. In Corporate Banking, UBA climbed to fourth place from eighth last year.
“This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories,” said Oliver Alawuba, Group Managing Director/CEO of UBA.
“At the heart of this success lies our unwavering commitment to the Customer First (C1st) philosophy, which has redefined customer satisfaction, delivered value, and earned the trust and loyalty of our clients.”
Alawuba credited the bank’s progress to its employees, who have embraced the institution’s six pillars of customer experience: integrity, resolution, expectations, time and effort, empathy, and personalization.
He affirmed UBA’s dedication to enhancing customer relationships and staying innovative to meet evolving banking demands.
With operations in 20 African countries and offices in the United Kingdom, the United States, France, and the UAE, UBA serves over 45 million customers globally. It remains one of the largest employers in Africa’s financial sector, with 25,000 employees.
As the bank celebrates its milestones, Alawuba reiterated UBA’s commitment to becoming the top banking institution across all segments.
“Together, we will set new benchmarks and deliver unparalleled value to our customers,” he stated.
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