Accion MFB launches customer forum to strengthen service delivery

Accion Microfinance Bank has launched a nationwide customer engagement initiative aimed at improving service delivery, gathering customer feedback and strengthening relationships as competition in Nigeria’s banking sector increasingly shifts towards customer experience.

The lender on Thursday held the Lagos edition of its Regional Customer Forum at its head office in Onipanu, marking the first in a series of engagements planned across the country as part of activities to celebrate its 20th anniversary.

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The forum brought together the bank’s senior management, area managers and customers from across Lagos to discuss service quality, loan accessibility, digital banking and customer experience.

Speaking at the event, Taiwo Joda, managing director and chief executive officer of Accion Microfinance Bank, said the forum reflects the bank’s commitment to listening to customers and designing products that respond to their changing needs.

“We recognise that the financial landscape is constantly evolving, and customer expectations continue to change. To remain relevant and effective, we must continuously improve our service delivery, embrace innovation and create solutions that truly meet their needs,” Joda said.

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He said the customer forum was created to encourage open conversations with customers and generate feedback that will help shape future products, services and overall banking experience.

Stephen Olalere, chief commercial officer, thanked customers for their continued loyalty, describing them as partners in the bank’s growth.

“At Accion Microfinance Bank, our customers are more than account holders. They are valued partners in our journey. Every interaction gives us an opportunity to better understand their aspirations and identify new ways to support their personal and business growth,” he said.

As part of the engagement, Peter Okordion, head of business transformation and innovation, showcased the bank’s digital banking solutions, including the AccionMonie mobile application, USSD banking services, Point of Sale terminals and other self service channels.

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He encouraged customers to make greater use of the bank’s digital platforms, noting that technology remains central to its strategy of providing faster, simpler and more accessible financial services.

One of the highlights of the event was an interactive session during which customers shared their experiences, raised concerns and made suggestions on customer service, loan accessibility and other aspects of the bank’s operations.

Members of the management team responded to the issues raised, clarified customer concerns and assured participants that their feedback would be considered in future service improvements.

Ekene Udeh, a long standing customer of the bank, commended the initiative, saying it demonstrated the institution’s commitment to maintaining close relationships with its customers.

“Accion has been a dependable financial partner throughout my business journey. Beyond providing financial support, the bank continues to invest in building strong relationships with its customers, and today’s forum is proof of that commitment,” he said.
Another customer said direct engagement with the bank’s leadership strengthened confidence in the institution.

“I’ve banked with Accion for several years, and what stands out is their willingness to listen. Having the opportunity to engage directly with the bank’s leadership gives me confidence that our opinions truly matter,” the customer said.

The bank also recognised several long standing customers with appreciation gifts in acknowledgement of their loyalty, while all participants received commemorative items to mark the occasion.

The Lagos event is the first in a series of regional customer forums that will be held across Nigeria as Accion Microfinance Bank marks two decades of operations. The lender said the initiative forms part of its broader strategy to deepen customer relationships, promote financial inclusion and develop products that better serve individuals and small businesses.