KPMG’s Annual Banking Industry Customer Satisfaction Survey (BICSS) – 10th Edition
The KPMG Banking Industry Customer Satisfaction Survey (BICSS) was launched in 2007 to heighten the consciousness of service delivery among Nigerian banks. This year, we have again expanded the scope of the survey to 29 locations across the country covering over 28,000 customers across segments.
Customer selection in the wholesale banking segment was driven by a need to ensure inclusion of companies in each major business sector. Retail respondents were selected to reflect the demographic and income groups through a random sampling approach that ensured representation across the various locations in Nigeria. The Customer Satisfaction Index (CSI) is composed of five key factors – Convenience, Product/Service Offering, Executional Excellence, Value for Money and Customer Care.
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