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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.

Key Highlights:
  • Digital payments continue to grow but cash is still king
  • Understanding customer preferences key to driving digital adoption
  • Consistent customer experience key to winning the loyalty war

BICSS 2016 Survey report


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About Femi Oke

Relentless passion for creativity and digital acumen to help a professional services firm thrive in the digital space. Femi is an individual with a rich experience on regional African knowledge, its diverse business culture and he understands the continent’s economic drive. He thrives on selfless service and lasting mutually beneficial relationships with colleagues and especially clients encountered in the course of his duties. He is creative, practical and self-motivated with business judgement in corporate, brand and strategic communications, social, digital & traditional media and executive profiling. Roles in the firm include New Media, Digital Communication, Corporate Communication, executive profiling and Brand Management execution. Working on the multi-million dollar Africa high growth market project stands out for femi; besides this, managing all KPMG’s digital communication for the World Economic Forum on Africa is another project that gives him great delight. Femi holds a Masters Degree in Global Marketing from the University of Liverpool.

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