United Bank for Africa, UBA Plc, known as Africa’s Global Bank, has solidified its role as a leading customer-focused institution, securing a place among the Top 5 banks across various segments in the recently published KPMG 2024 West Africa Banking Industry Customer Experience Survey.
According to the survey, UBA achieved an impressive second position in SME Banking and a third position in Retail Banking, reflecting a significant improvement in rankings and showcasing the bank’s progress under its Customer First, C1st, approach.
The results of the survey highlight UBA’s exceptional transformation in customer experience over the past year. In Retail Banking, the bank surged to third place from 14th in 2023, while in SME Banking, it climbed to second place from 6th last year.
Additionally, UBA made notable strides in Corporate Banking, rising to fourth place from 8th in 2023. These advancements underscore the bank’s ability to continuously surpass customer expectations and provide outstanding service across all its business sectors.
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Reflecting on this achievement United Bank for Africa’s Group Managing Director/CEO, Oliver Alawuba, stated: “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 attributed UBA’s success to the commitment of its workforce, further remarked, “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.”
The GMD also emphasized that United Bank for Africa has consistently placed its customers at the core of its operations, driven by six key pillars of Customer Experience: 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; and Personalisation—Delivering tailored solutions.
He added that these principles have transformed how UBA engages with its customers, building trust and fostering loyalty across its diverse markets.
In celebrating this milestone, the GMD revealed that UBA is committed to becoming the undisputed leader across all segments, with a focus on strengthening customer relationships, improving processes, and fostering 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 affirmed.
UBA is one of the largest employers in Africa’s financial sector, with 25,000 employees across its global operations, serving over 45 million customers worldwide.
Present in twenty African countries as well as the United Kingdom, the United States, France, and the United Arab Emirates, UBA offers retail, commercial, and institutional banking services, playing a key role in financial inclusion and integrating advanced technologies.
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