KPMG ranks Wema Bank based on a SME survey
By Jeph Ajobaju, Chief Copy Editor
Wema Bank notched third spot on the leaderboard of Small and Medium enterprises (SMEs) financing in 2021, three places higher than its 2020 ranking, based on KPMG Nigeria Banking Industry Customer Experience Survey.
KPMG ranked banks using the six pillars of customer experience excellence:
- Integrity – being trustworthy and engendering trust
- Resolution – turning a poor experience into a great one
- Expectations – managing, meeting, and exceeding customer’s expectations
- Empathy – understanding customer’s circumstances to drive deep rapport
- Personalisation – using individualised attention to drive emotional connection
- 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 explained, reported by The Nation.
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Wema Bank’s SME commitment
Wema Bank Managing Director Ademola Adebise said the ranking affirms the bank’s commitment to the growth and wellbeing of SMEs as critical contributors to the economy.
According to him, Wema Bank has been consistent in its support for the growth and development of SMEs and has initiated several financial and advisory support programmes to boost the sector.
Adebise listed the programmes to include:
- Single digit loans for women
- Uncollateralised loans for SMEs
- Quarterly SME webinars
- Access-to-market initiatives
- Other advisory and support services
He disclosed that Wema Bank in the last one year pioneered the establishment of the first bank-led SME business school in the country to enhance knowledge and capabilities for SMEs at no cost to beneficiaries.
The business school enjoys the support of Frankfurt School of Finance and Management, Germany.
Facilitators of the programmes include Ernst & Young, MTN, Microsoft, Google, and Agusto.
