Exim Bank tops in customer care

The Exim Bank has continued to consolidate its position in Tanzania’s banking sector with the latest report by a highly reputed international audit firm, KPMG, ranking as one of the most customer-focused banks in the country.

According to the Africa Banking Industry Customer Satisfaction report by KPMG on a survey conducted between June and December of 2012 in 14 African countries, the Exim Bank emerged overall winner in the Customers care sub-category out of 32 banks surveyed in Tanzania.

“Exim Bank achieved 75.2 points beating Barclays Bank and third placed Akiba Commercial Bank who recorded 75.0 and 74.9 points respectively,” read the report. 

Other countries surveyed included Angola, Botswana, Cameroon, Chad, Côte d’Ivoire, Ghana, Kenya, Nigeria, Senegal, Sierra Leone, Uganda, Zambia and Zimbabwe.

Commenting on the survey, the Exim Bank Tanzania Managing Director, Mr Anthony Grant said the findings of the survey are yet another encouragement for the team at Exim Bank. “Indeed this continues to be a very good year for the bank as the report comes out at a time when Exim Bank has been selected as one of the five best Retail Banks in Africa by the prestigious African Banker Awards 2013.

“We will continue to invest in customer service delivery and enhance the development of staff skills at the Exim Academy to better serve our customers. Our quest is to be Tanzania’s preferred bank,” Mr Grant said.

The survey findings indicate that banks in Africa will need to focus on maintaining their financial stability, while simultaneously sharpening their customer service capabilities if they hope to capture and grow their markets.

According to Bisi Lamikanra Partner, KPMG Nigeria, Team Lead, Project Africa Banking, more than one in two institutional investors see Africa as the most attractive region to invest in the next decade, with one in three expecting to put at least five per cent of their portfolios into the continent by 2016.

“Amidst the global economic crisis, several African economies have continued to record significant economic growth driven by rising commodity prices and strong domestic demand. 

“In the same vein, the financial services industry is continuing to experience huge growth as governments and regulators strive to meet financial inclusion targets,” she said.

Lamikanra noted that the banking sector Africa in particular has benefited from the rapid penetration of mobile technology in recent years across the continent. 

“Such technological advancements are not just shaping how people interact with one another; they are also changing the behavior and expectation of bank customers who are increasingly becoming used to the immediacy offered by technology,” she added.

The survey results, however, revealed the dominance of branches and the Automated Teller Machine (ATM) over other channels in Africa. “We also see exciting trends for adoption of alternate payment channels, such as use the Point of Sale (POS),” the survey added.

The survey also highlights a number of other key areas where African banks could make improvements in order to gain market advantage that include customer care: Transaction methods & systems (TMS), pricing, tailor-made products and services: and convenience.
Source: The Daily News, reported from Dar es Salaam
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