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UBA Ranks Among Top 5 Banks in KPMG 2024 Customer Experience Survey

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Africa’s Global Bank, United Bank for Africa (UBA) Plc, has cemented its position as a leading customer-centric institution, emerging among the Top 5 banks, in various survey’s segmentation, in the recently released KPMG 2024 West Africa Banking Industry Customer Experience Survey.

The survey showed that the bank earned an impressive second place in SME Banking as well as a third place in Retail Banking, marking a significant leap in rankings that highlights UBA’s transformation under its Customer First (C1st) philosophy.

Africa’s Global Bank, United Bank for Africa (UBA) Plc, has cemented its position as a leading customer-centric institution, emerging among the Top 5 banks, in various survey’s segmentation, in the recently released KPMG 2024 West Africa Banking Industry Customer Experience Survey.

The survey showed that the bank earned an impressive second place in SME Banking as well as a third place in Retail Banking, marking a significant leap in rankings that highlights UBA’s transformation under its Customer First (C1st) philosophy.

The survey results showcase UBA’s remarkable transformation in customer experience over the past year. For instance, in Retail Banking, the bank rose to third place up from the14th place recorded in 2023, while in SME Banking, it jumped to second position up from 6th place last year.

The bank also made notable progress in Corporate Banking, climbing to fourth place from 8th in 2023. These milestones underscore the bank’s ability to consistently exceed customer expectations and deliver unmatched service across all its business segments.

Speaking on the achievement, UBA’s Group Managing Director/CEO, Oliver Alawuba, said: “This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories. At the heart of this success lies our unwavering commitment to the Customer First (C1st) philosophy. It is not just a slogan but the essence of who we are. Through C1st, we’ve redefined customer satisfaction, delivered value, and earned the trust and loyalty of our clients.”

Alawuba who credited UBA’s success to the dedication of its employees, said, “From retail branches to corporate offices, from technology teams to front-line staff, every effort contributed to this extraordinary transformation. I extend my heartfelt gratitude to our exceptional team for making this possible.”

According to the GMD, UBA has for several years, placed its customers at the centre of its operations, guided by its six pillars of Customer Experience: including Integrity- Building trust through honesty; Resolution- Promptly addressing customer concerns; Expectations-Anticipating and exceeding customer needs; Time and Effort- Simplifying processes to save time; Empathy- Demonstrating genuine care and understanding as well as Personalisation- Delivering tailored solutions.

He added that these principles have reshaped how UBA connects with its customers, fostering trust and deepening loyalty across its diverse markets.

While celebrating this milestone, the GMD disclosed that UBA remains committed to becoming the undisputed number one across all segments, adding that the bank aims to achieve this through deepened customer relationships, strengthened processes, and continuous innovation.

“The world of banking is evolving rapidly, and customer expectations are at an all-time high. To lead in this dynamic landscape, we must stay agile, innovative, and unwavering in our commitment to excellent service. Together, we will set new benchmarks and deliver unparalleled value to our customers,” he stated.

United Bank for Africa is one of the largest employers in the financial sector on the African continent, with 25,000 employees group wide and serving over 45 million customers globally. Operating in twenty African countries and the United Kingdom, the United States of America, France and the United Arab Emirates, UBA provides retail, commercial and institutional banking services, leading financial inclusion and implementing cutting edge technology.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Financial

Supreme Court Endorses Unity, Providus Bank Merger

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Supreme Court of Nigeria delivered a landmark ruling on the merger between Unity Bank Plc and Providus Bank Limited.

Providus Bank Limited.

By dismissing the final appeal challenging the consolidation, the apex court has dissolved the board of Unity Bank, cleared all legal obstacles, and formally sanctioned the creation of the enlarged entity,.

The apex court decision ends the legal dispute that had delayed the merger process.

The merger is expected to create a stronger and larger bank in Nigeria’s banking sector.

The shareholders of both banks had already approved the merger during a court-ordered Extraordinary General Meeting (EGM) held in September 2025.

The Central Bank of Nigeria (CBN) had also given its approval before now.

With the Supreme Court’s approval, the merger process can now be completed.

 


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Fidelity Bank Sees Technology as a Strategic Enabler of Efficiency, Growth

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Dr. Nneka Onyeali-Ikpe, Managing Director and Chief Executive Officer of Fidelity Bank Plc, has described technology not as an abstract concept, but a practical tool for solving real problems.

She said Fidelity Bank has embraced technology as a strategic enabler of efficiency and growth.

Dr. Onyeali-Ikpe, stated this in her keynote address at the 17th Africa’s Beacon of ICT Merit and Leadership lecture held over the weekend.

Represented by Mr. Stantley Amuchie, executive director at Fidelity, she said the bank have deployed AI driven systems in key areas of its operations.

“Our fraud detection systems leverage machine learning to identify unusual patterns and prevent losses in real time. Our credit assessment processes have been enhanced through data driven models that improve accuracy and speed.

“We have also invested in AI powered customer engagement platforms, including chatbots and digital assistants, which provide real-time support, improve customer experience and reduce operational pressure on our teams.

“Beyond internal operations, we are extending these benefits to our customers. Through our SME initiatives, we are providing entrepreneurs with digital tools such as POS systems and enterprise software that simplify accounting, inventory management, and business decision making, helping them operate more efficiently and scale sustainably,” she said.

On the Africa scene, she noted that banks across the continent are deploying AI to enhance fraud detection, improve credit assessment, and streamline customer onboarding processes, reducing costs and improving service delivery.

“Some have implemented AI driven systems that analyse transactions in real time, detect anomalies, and reduce operational risks, while others have leveraged digital assistants to manage customer interactions at scale, improving response time and freeing human capacity for higher value tasks.

“Across Kenya and South Africa, AI powered solutions are also supporting financial inclusion by enabling faster loan decisions and better risk management.

“The message is clear, Africa is not just a consumer of technology, we are active participants in shaping its future, she added.

She stated that efficiency is no longer optional, but a strategic imperative. “Organisations that fail to adopt intelligent systems will struggle with cost inefficiencies, slow decision making, and declining competitiveness. Those that embrace AI and IoT will operate faster, respond better, and deliver more value.

More so, she identified three key success factors from Fidelity bank experience, among which are, leadership commitment. Digital transformation must be driven from the top, with clear vision and sustained investment.

Second, data discipline. AI and IoT are only as effective as the data that powers them. Organisations must prioritise data quality, governance and security.

Third, talent and culture. Technology alone is not enough. People must be equipped with the skills and mindset to leverage these tools effectively.

Looking into the future, Dr. Onyeali-Ikpe posited that we must recognize that the convergence of AI and IoT will accelerate. We will see smarter cities, intelligent supply chains, predictive healthcare, and more inclusive financial systems.

“The question is no longer whether these technologies will shape our future, how prepared we are to harness them” he added.


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Banks Lending to FG  Hit N15.66 Trillion in One Year– CBN

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Banks in Nigeria increased their lending to the federal government significantly over the past year, according to data from the Central Bank of Nigeria (CBN).

Banks Lending to FG  Hit N15.66 Trillion in One Year– CBN

The figures show that credit given to the government rose from N23.93 trillion in April 2025 to N39.60 trillion in April 2026.

This represents an increase of N15.66 trillion, which is a very large jump of about 65.44% within just one year.

During the same period, the total amount of credit in the economy also increased, rising from N102.00 trillion to N120.18 trillion.

However, most of this growth did not go to private businesses or households.

Instead, the government accounted for the largest share of the increase in borrowing from the banking system. Out of the total N18.18 trillion rise in domestic credit, about N15.66 trillion went to the government, while only N2.52 trillion went to the private sector.

This means roughly 86% of new credit created in the period was directed toward government borrowing.

This trend suggests that banks are increasingly preferring to lend to the government rather than to private companies.

At the same time, lending to the private sector has remained relatively weak and uneven.

Private sector credit rose only slightly from N78.07 trillion to N80.59 trillion over the one-year period, which is a very small increase compared to government borrowing.

In fact, there were also signs of decline in private sector credit in some months, showing that businesses may be facing tighter access to bank loans.

In contrast, government borrowing continued to grow steadily.

By April 2026, credit to the government had also increased when compared with earlier months in the year, showing a consistent upward trend.

This growing reliance on bank financing by the government has also increased its share of total domestic credit in the banking system.

Government credit accounted for 32.95% of total domestic credit in April 2026, up from 23.46% in April 2025, which shows a significant shift in lending patterns.

The broader financial environment also showed some changes during this period.

Nigeria’s total money supply increased to N124.99 trillion in April 2026, supported mainly by growth in domestic assets.

The Central Bank of Nigeria also reduced the Monetary Policy Rate slightly to 26.5%, in an attempt to manage inflation and stimulate economic activity.

However, despite this policy change, lending patterns still showed a stronger preference for government securities and borrowing compared to private sector loans.

Overall, the data reflects a financial system where banks are increasingly channeling credit toward government needs, while private sector borrowing remains limited.

This situation may have wider implications for economic growth, as reduced access to credit for businesses can slow down investment, expansion, and job creation in the long run.

 

 


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