First City Monument Bank (FCMB) has said it is marking the 2024 Customer Service Week by reaffirming its commitment to customer satisfaction through technology-driven solutions.
The bank, which disclosed this in a statement, also said that the global celebration, which runs from October 7 to 11 under the theme “Above & Beyond,” highlights FCMB’s efforts to exceed expectations with innovative banking tools that simplify financial services for personal and business clients.
FCMB’s managing director, Yemisi Edun, said, “Our approach to customer service is simple – to go above and beyond. By continuously improving our service delivery and investing in digital solutions, we aim to meet the evolving needs of our customers. This year’s Customer Service Week is an opportunity to celebrate our progress and express our gratitude to those we serve.’’
Also, senior vice president and divisional head of Corporate Services & Service Management at FCMB, Felicia Obozuwa, said, “FCMB’s customer-first strategy has contributed to an impressive 65 per cent Net Promoter Score (NPS), surpassing the industry benchmark of 47 per cent. The bank’s digital banking NPS also rose from 44% in January 2024 to 58 per cent by August, reflecting positive customer feedback on its digital transformation efforts. This achievement stems from FCMB’s enhanced service delivery through technology, including biometric onboarding for secure account management without branch visits, instant BVN verification for SME customers, and remote activation of Tier 2 accounts. These solutions simplify banking, improve accessibility, and reinforce FCMB’s mission to promote financial inclusion and enhance the customer experience.
“We are delighted to celebrate Customer Service Week with our customers and employees. Our commitment to service is at the heart of everything we do, and this week allows us to appreciate our customers’ loyalty and our staff’s dedication.”
