United Bank for Africa (UBA) has significantly improved its customer service rankings, securing second place in SME banking and third in retail banking according to KPMG’s 2024 West Africa Banking Industry Customer Experience Survey.
The bank showed remarkable progress from its 2023 positions, jumping from 14th to third place in retail banking and from sixth to second place in SME banking. In corporate banking, UBA climbed to fourth position, up from eighth place last year.
“This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories,” said Oliver Alawuba, UBA’s Group Managing Director and CEO. “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.”
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The bank’s customer service strategy rests on six pillars: integrity, resolution, expectations, time and effort, empathy, and personalisation. These principles guide how UBA interacts with customers across its operations.
UBA serves over 45 million customers globally, with operations in 20 African countries as well as the United Kingdom, United States, France, and the United Arab Emirates. The bank employs 25,000 people across its network, making it one of Africa’s largest financial sector employers.
The KPMG survey, which evaluates banks’ customer service performance across West Africa, highlights UBA’s transformation under its Customer First philosophy, particularly in its ability to meet client expectations across different banking segments.
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