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Ecobank Ranks Among 2020 Customer Experience Leaders- KPMG Survey Reveals

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KPMG Nigeria, Leading audit and professional services company, has ranked Ecobank Nigeria among the top three banks with good customer experience in the Small and Medium Enterprises (SME) segment.

KPMG’s Nigeria banking industry customer experience survey measures the performance of lenders in the country in terms of their relationship with their account holders and other users of financial services.

The 2020 survey covered 15,056 retail customers, 1,856 SMEs and 332 commercial/corporate organisations. Respondents were selected from customers who have interacted with their bank in the last six months.

According to the report in the SME category, Sterling Bank, Union Bank and Ecobank were top three.

They were trailed by Zenith Bank and FCMB. Specifically, the report stated that respondents were impressed with the interaction between Ecobank and its customers during the COVID-19 pandemic lockdown, stressing that the bank was able to provide personalized service to its respective customer segments.

“The remote working arrangements resulting from the COVID-19 pandemic have further constrained banks from catering to this stated need. While many banks struggled with providing dedicated relationship managers to SMEs, other banks quickly adapted by developing “how-to” guides for their relationship managers to navigate client relations during the pandemic. Ecobank, FCMB and Union Bank are rated as the top banks in the delivery of personalised experiences”. The report stated.

Commenting, Patrick Akinwuntan, Managing Director, Ecobank Nigeria, stated the bank’s unwavering commitment to support and sustain the development of Small and Medium Enterprises (SMEs) in all sectors of the economy.

He reiterated that Ecobank had invested in a robust technology-based model which positioned it to cope with current and future challenges including provision of convenient digital banking services to customers in a seamless manner, adding that the bank will continue to harness and explore the various intervention schemes, funding and trade opportunities for small businesses.

“We are delighted with this recognition from KPMG. It underscores our commitment to customer-centricity and putting the customer first in all that we do. We provide access to finance and markets to our customers and are the natural choice for ease of payments, trade and distribution within Africa on a real time, 24/7 basis.

“Our well trained personnel leverage the financial products and services we offer to support SMEs at all times through about 20,000 agency banking locations across the country and our digital platforms namely Ecobank Omnilite, Ecobankmobile, Ecobankpay, EcobankOmniplus, Rapid Transfer amongst others. By utilising these digital offerings, our customers can easily access their bank accounts, make payments, transfer funds, process salaries, have access to credit and carry out other ancillary banking transactions from the comfort of their homes and offices”. Mr Akinwuntan stated.

The KPMG 2020 Nigeria Banking Industry Customer Experience Survey tagged: The customer in a new reality is the 14th edition. Banks are usually rated in three categories – Retail, SME and Wholesale.

The researchers asked customers across financial market segments about their experience with their banks based on six pillars of personification, integrity, expectations, time and effort, resolution and empathy.


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E-Financial

CBN Proposes 30-Member Mediation Panel for Loan Disputes

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Central Bank of Nigeria (CBN) has released an exposure draft proposing the establishment of a 30-member Mediation and Dispute Resolution Panel (MDRP) aimed at strengthening consumer protection and boosting confidence in Nigeria’s financial system.

CBN Proposes 30-Member Mediation Panel for Loan Disputes

Pic credit….aequitasjuris.com

According to a circular signed by Paul Oluikpe, acting director of the Development Finance Advisory Department of the CBN, the establishment of the MDRP, is in furtherance of efforts to strengthen the financial ecosystem, ensure compliance with extant legislation, and enhance the efficiency of financial intermediation.

The draft guidelines and modalities for the operation of the MDRP are in line with the Secured Transactions in Movable Assets (STMA) Act, 2017, which established a MDRP as the first recourse for mediation and settlement over any civil dispute which may arise between the creditor and the grantor in the course of implementing the Act.

The act also mandates the Governor of the Bank to issue guidelines that will set out the modalities and regulate the Panel’s functioning, among others. The circular further noted that the “MDRP is intended to provide a specialised, cost-effective platform for resolving disputes arising from creation, perfection and enforcement of security interests in movable assets.

“The key objective of the MDRP guidelines is to establish a clear and standardised procedure for managing STMA-related disputes, while ensuring transparency, fairness and efficiency to bolster confidence in the secured transactions in movable assets system.”

According to the draft guideline, the CBN will “appoint 30 persons from whom panels shall be constituted, with each panel comprising 3 members.

The members shall serve on a rotational basis for an initial term of four years.

“Upon satisfactory performance, determined through an evaluation by the CBN, members may be reappointed for an additional term of four years. The tenure of members shall not exceed two terms of four years each, which need not be consecutive.

“Members shall be professionals with a minimum of 10 years of relevant experience in any of law, banking, finance, mediation, arbitration, alternative dispute resolution, or financial regulation. Members shall be persons of proven integrity, professional competence and sound judgement.”


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NDIC Seeks Court Nods to Liquidate 89 Failed Banks

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Nigeria Deposit Insurance Corporation (NDIC) said that it has commenced the process of liquidating 89 closed Microfinance Banks (MFBs) and Primary Mortgage Banks (PMBs).

NDIC Seeks Court Nods to Liquidate 89 Failed Banks

This followed their successful acquisition by new owners under the Purchase and Assumption (P&A) resolution model executed by the Corporation.

The corporation disclosed this in a statement on Wednesday, signed by Hawwau Gambo, head of Communication and Public Affairs.

It explained that the affected institutions were part of the 179 MFBs and four PMBs whose licences were revoked by the Central Bank of Nigeria (CBN), on May 22 and 23, 2023.

According to the corporation, under the P&A arrangement, 89 new eligible institutions were subsequently licensed by the CBN to assume the assets and liabilities of the defunct banks.

It noted that the new banks had since commenced operations under different names.

“To legally conclude the liquidation process, the NDIC, in its capacity as liquidator, will file applications at various divisions of the Federal High Court for orders of dissolution of the closed banks and its discharge as liquidator,” the statement said.

NDIC added that the move was in line with provisions of its enabling Act and other relevant laws guiding bank resolution in the country.

The corporation said the exercise would ensure proper closure of the defunct institutions while safeguarding financial system stability.

It reiterated its commitment to protecting depositors and sustaining public confidence in the banking sector.

The affected banks were located across several states, including Lagos, Anambra, Oyo, Kaduna, Kano and the Federal Capital Territory.

 


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IMF Downgrades Nigeria’s GDP Outlook, Warns of Rising Risks

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Nigeria’s economy is projected to grow at 4.1 per cent in 2026 and strengthen slightly to 4.3 per cent in 2027, even as the International Monetary Fund (IMF) warned that the ongoing Middle East conflict is clouding the global outlook.

The projections, contained in the IMF’s April 2026 World Economic Outlook released at the ongoing IMF/World Bank Spring Meetings in Washington DC, the United States, show a relatively stable trajectory for Nigeria despite rising external risks, particularly from energy market disruptions triggered by the war.

The IMF had earlier projected stronger growth of about 4.4 per cent in early January before the latest global shock, reflecting the impact of domestic reforms and improving macroeconomic conditions.

While Nigeria’s growth outlook remains steady, the IMF warned that countries like Nigeria face growing vulnerability from higher global energy prices, inflation pressures and tighter financial conditions.

The war, which has disrupted oil supply routes and pushed up fuel costs, is already feeding into domestic inflation and cost-of-living pressures.

Recent data show petrol and diesel prices have surged sharply since the conflict began, straining households and businesses.

Although higher crude prices may support government revenues, the broader macroeconomic impact remains mixed, with inflation and exchange rate pressures posing downside risks.

The IMF also cut global growth to 3.1 per cent in 2026, with only a modest recovery to 3.2 per cent in 2027 as the Middle East conflict disrupts trade and energy markets.

Emerging markets and developing economies, including Nigeria, are expected to grow at 3.9 per cent this year before recovering to 4.2 per cent in 2027, reflecting the uneven impact of the shock across regions.

Sub-Saharan Africa is projected to expand by 4.3 per cent in 2026 and 4.4 per cent in 2027, placing Nigeria slightly below the regional average but still among the stronger performers.

South Africa, the continent’s largest economy, continues to lag with growth forecast at one per cent in 2026, rising modestly to 1.3 per cent in 2027.

Among major economies, the U.S. is projected to grow by 2.3 per cent in 2026 before easing to 2.1 per cent in 2027, while China is projected to grow by 4.4 per cent and four per cent respectively.

India remains the fastest-growing major economy at 6.5 per cent through 2027, while the Euro Area continues to struggle with weak growth, particularly in Germany and France.

The IMF warned that many developing economies, particularly energy importers, remain vulnerable to rising costs and external shocks.

The IMF urged central banks to prioritise price stability, warning against easing policy prematurely in response to supply shocks. It stressed the need for clear communication and strong institutional independence.

On fiscal policy, the Fund cautioned against broad-based energy subsidies, describing them as costly and inefficient. It recommended a targeted and temporary support for vulnerable households, funded within existing budgets.

The IMF also warned against the use of trade restrictions to address external imbalances, noting that such measures tend to weaken output without resolving underlying issues. It called instead for coordinated global action to stabilise trade and restore energy supply chains.

 


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