About the KPMG Digital Channels Scorecard
The stakes have never been higher when it comes to businesses delivering their promise to
customers. As consumers become more attuned to using apps for everyday life events from social connection to social networking, online news, shopping online and working online, they are expecting nothing less from businesses they associate with. These businesses need to reimagine how user experience (UX) design principles are factored into every aspect of the interaction with customers on their digital platforms.
The KPMG Digital Channels Scorecard unveils in-depth sector and domain insights from our user journey-centred assessments. It includes a benchmark of Digital Channels for retail banks in Nigeria using the proprietary KPMG Digital Channels UX benchmarking framework which employs the “mystery shopper” review approach. This edition of the publication covers the 17 commercial banks that have a strong focus on retail banking. These banks have international or national banking licenses and retail banking operations across the country. The 17 banks are listed in alphabetical order below:
1. Access Bank Plc
2. Ecobank Nigeria Plc
3. Fidelity Bank Plc
4. First Bank of Nigeria Limited
5. First City Monument Bank Limited
6. Guaranty Trust Bank Plc
7. Heritage Banking Company Limited
8. Keystone Bank Limited
9. Polaris Bank Limited
10. Stanbic IBTC Bank Plc
11. Standard Chartered
12. Sterling Bank Plc
13. Union Bank of Nigeria Plc
14. United Bank for Africa Plc
15. Unity Bank Plc
16. Wema Bank Plc
17. Zenith Bank Plc

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