Fidelity Bank comes tops in KPMG SME customer experience survey

Fidelity Bank Plc has remained a leading financial institution among Micro Small Medium Enterprises (MSMEs) for deposit transaction, credit facilities and overall customer service experience, recording significant improvements in a recent survey.

The bank which has grown its reputation for supporting small business, moved up four places to reach second on the 2019 Nigeria Banking Industry Customer Experience Survey, recently published by the renowned audit and consultancy firm, KPMG.

This remarkable achievement was followed by the award of ‘Best SME-Supporting Bank of the Year’ by African Newspapers of Nigeria; Publishers of Tribune Newspapers in recognition of “its efforts to stimulate economic growth by empowering small and medium-sized businesses, which are the engine of economic growth of any nation”. The award was bestowed on the bank at the 70th anniversary of the newspaper, which was founded by the late Nigerian sage, Chief Obafemi Awolowo.

Related News

Speaking on both developments, Nnamdi Okonkwo, Fidelity Bank CEO, said the MSME sub-sector is a niche area of focus for the bank. “As critical agents for economic development, we will continue to deploy resources to support the sector, from structured financing, to advisory, capacity building and market access.

“Our unique approach to serving the market segment is multi-faceted, including robust business advisory, practical handholding and guidance of aspiring and existing entrepreneurs to build sustainable businesses. We are encouraged by the survey results as well as the recognition by Tribune, to do more for individuals and business in this area”, he stated.

Fidelity Bank is a full-fledged commercial bank operating in Nigeria with over 5 million customers that are serviced across its 250 business offices and various digital banking channels. The bank focuses on select niche corporate banking sectors as well as Micro Small and Medium Enterprises (MSMEs) and its currently driving its retail banking businesses through its robust digital banking channels.

Hope Moses-Ashike

Hope Moses-Ashike is an Associate Editor, Banking and Finance, with more than a decade of experience reporting on Nigeria’s financial system and broader economy. She closely tracks market movements, monetary policy decisions, company disclosures, regulatory actions, economic indicators, and global developments, and interprets what they mean for businesses, investors, policymakers, and households. Her reporting helps readers understand complex issues such as inflation trends, foreign exchange market dynamics, interest rate decisions, bank performance, and investment risks. She also covers major international events and periodically travels to Washington, D.C., to report on the World Bank/IMF Spring and Annual Meetings. Her dedication to financial journalism has earned her multiple recognitions and invitations to high-level professional development programmes. She is an alumna of the International Visitors Leadership Programme (IVLP) in the United States and holds an Advanced Financial Journalism Certificate from the Press Association Training in London, UK. Her other notable achievements include completing the Lagos Business School CMC Programme, the Bloomberg Media Africa Initiative Programme, and a Master Class in Journalism at Rhodes University in South Africa.