25% of Retail Banking Customers Prioritize Quality of Digital Services in Bank Selection – KPMG Survey
The quality of digital services offered by banks has become the primary factor influencing a quarter (25%) of retail banking customers in their choice of bank, according to the KPMG 2024 West Africa Banking Industry Survey.
The survey further revealed that 22% of customers base their decision on the quality of service experience, while another 16% select their banks based on the institution’s image and reputation.
“The growing reliance on technology for online learning and personal development is mirrored in the banking sector, where the quality of digital services emerged as the primary factor influencing retail customers’ choice of bank this year,” the report stated.
Interestingly, factors such as solvency, good corporate governance practices, and financial strength of banks, did not emerge as major considerations for customers when choosing a bank.
According to KPMG, digital platforms are increasingly becoming essential tools for delivering seamless, efficient, and accessible financial solutions that meet evolving customer expectations.
This shift therefore underscores the need for banks to enhance their digital offerings to remain competitive in an era where convenience and user experience drive customer loyalty.
