The support of Wema Bank Plc for small and medium enterprises (SMEs) has been recognised in the 2021 KPMG Nigeria Banking Industry Customer Experience Survey.
The report ranked Wema Bank as number three in SME banking, three places higher than the bank’s 2020 classification.
The KPMG survey ranked banks using the six pillars of customer experience excellence, including integrity-being trustworthy and engendering trust, resolution-turning a poor experience into a great one and expectations-managing, meeting and exceeding customer’s expectations.
The other pillars were empathy-understanding the customer’s circumstances to drive deep rapport, personalization-using individualised attention to drive emotional connection and time and effort-minimising customer effort and creating frictionless processes.
“This year’s leaders show digital banking excellence and have adapted well to higher transaction volumes and complaints,” KPMG stated in a statement.
Commenting on the bank’s KPMG ranking, Managing Director, Wema Bank Plc, Ademola Adebise, said it was an affirmation of the bank’s commitment to the growth and well-being of SMEs as critical contributors to the economy.
According to him, Wema Bank has been consistent in her drive to support the growth and development of SMEs in the country. The bank has initiated several financial and advisory support programmes to boost SMEs, some of which include: single digit loans for women, uncollateralized loans for SMEs, quarterly SME webinars, access-to-market initiatives, and a plethora of other advisory and support services
He noted that in the last one year, Wema Bank pioneered the establishment of the first bank-led SME business school in the country, aimed at boosting critical knowledge and capabilities for SMEs at no cost to beneficiaries. The business school which enjoys the support of Frankfurt School of Finance and Management, Germany, has reputable consultants and organizations such as Ernst & Young, MTN, Microsoft, Google and Agusto facilitate at its programme.