United Bank for Africa (UBA) Plc, one of Africa’s leading financial institutions, has solidified its reputation as a customer-focused powerhouse, earning top honors in the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
According to a statement from UBA, the bank emerged among the Top 5 in various categories, including a stellar second-place finish in SME Banking and third place in Retail Banking, underscoring its remarkable transformation over the past year.
The survey revealed UBA’s progress across multiple segments. In Retail Banking, the bank leaped from 14th place in 2023 to third, while in SME Banking, it soared from sixth to second. UBA also made strides in Corporate Banking, climbing to fourth place from eighth last year. These achievements highlight the bank’s dedication to exceeding customer expectations through its innovative Customer First (C1st) philosophy.
UBA’s Group Managing Director/CEO, Oliver Alawuba, attributed the success to the bank’s unwavering commitment to putting customers at the center of its operations.
“This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories,” Alawuba stated. “The Customer First philosophy is not just a slogan but the essence of who we are. Through it, we’ve redefined customer satisfaction, delivered value, and earned the trust and loyalty of our clients.”
Alawuba praised the dedication of UBA’s employees, crediting their efforts for the bank’s transformation. “From retail branches to corporate offices, from technology teams to front-line staff, every effort contributed to this extraordinary achievement,” he added.
Redefining Customer Experience
UBA’s rise in the rankings is built on six core pillars of customer experience: Integrity, Resolution, Expectations, Time and Effort, Empathy, and Personalization. These principles have reshaped how UBA engages with its 45 million customers globally, fostering trust and deepening loyalty across its markets.
With operations in 20 African countries and key international financial hubs, including the UK, US, France, and UAE, UBA continues to lead in financial inclusion and technological innovation. The bank’s GMD emphasized UBA’s ambition to dominate all customer experience segments, saying, “To lead in this dynamic landscape, we must stay agile, innovative, and unwavering in our commitment to excellent service. Together, we will set new benchmarks and deliver unparalleled value to our customers.”
A Bank for the Future
As one of the largest employers in Africa’s financial sector with 25,000 employees, UBA’s influence extends far beyond its rankings. Its focus on customer satisfaction and operational excellence positions it as a benchmark for the banking industry. With its eyes set on becoming the undisputed leader in customer experience, UBA is poised to shape the future of banking in Africa and beyond.