The 2013 KPMG Nigeria Banking Industry Customer Satisfaction Survey (BICSS)

About the Banking Industry Customer Satisfaction Survey (BICSS)

The annual Banking Industry Customer Satisfaction Survey (BICSS) is a publication of the Management Consulting practice of KPMG Advisory Services. The Management Consulting practice provides strategy, business transformation, technology, project management and human resource advisory services.

Now in its seventh year, this report details findings from more than 14,000 retail, over 3,000 SME and 400 corporate/commercial banking customers across Nigeria.

The survey focuses on customers’ preferences, levels of satisfaction and expectations from their banks. This year’s edition included a new feature, the ‘future of banking’ survey, which set out to understand the perceptions of the new generation of young professionals on how they intend to interact with their banks in the future.


Download the full report here: [download id=”7″]

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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One Response to The 2013 KPMG Nigeria Banking Industry Customer Satisfaction Survey (BICSS)

  1. kamoru July 28, 2015 at 11:59 am #

    Customers satisfaction is very important for the survival of any business .

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