KPMG, and audit and consultancy firm, conducted the Africa Banking Industry Customers’ Satisfaction Survey that ranked 32 banks operating in Tanzania, with Stanbic Bank topping the list.
Apart from clinching the overall winner as the most customer-focused bank among banks operating in Tanzania, the bank also led in the aspects of Transaction Methods and Systems, Products and services with 80.9 and 78.8 points, respectively.
The survey was conducted across 14 African countries, judging banks on customer care, transaction methods and systems, pricing, products, services and convenience, between June and December 2012.
Commenting on the survey results at the bank’s Dar es Salaam headquarters over the weekend, Stanbic Bank Tanzania Head of Marketing and Corporate Affairs Abdallah Singano said his bank is committed to offering tailor-made banking services to tap into the unbanked market.
“We are happy for the achievement….our success is partly attributable to the bank’s strong knowledge of the local, leverage on technology and dedicated staff.
"We are committed to investing in research to come up with more tailor-made products and tap into the untapped business potential. We are committed to supporting our customers to become key players in transforming the country’s economy,” said Mr Singano.
He said the bank was in a process of repositioning itself to becoming instrumental in key economic development areas in the country and becoming the bank of choice for profitable customers across all sectors.
According to Bisi Lamikanra, KPMG Africa Banking Project Team Leader, Africa’s banking sector in particular has benefited from the rapid penetration of mobile technology in recent years.
“The technological advancements are not just shaping how people interact with one another; they are also changing the behaviour and expectation of bank customers who are increasingly becoming used to the immediacy that the technology offers,” she said.
She said the survey results reveal the dominance of branches and Automated Teller Machines (ATM) over other channels in Africa.
“However, the feedback is clear that African banks have come a long way, but there is still more to do to meet the customer expectations.” The survey focused on five banking business areas—customer care, transaction methods and systems, pricing, products and services and convenience.
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