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As part of its recent innovations, FCMB has introduced biometric onboarding and instant BVN verification for SME accounts, enabling customers to open and fund accounts without the need to visit a branch.

The FCMB Managing Director, Yemisi Edun, stated that the bank’s approach to customer service was simple: to go above and beyond by continuously enhancing its service delivery and investing in digital solutions,

“We aim to meet the evolving needs of our customers. This year’s Customer Service Week is a moment to celebrate our progress and express our gratitude to those we serve,” she asserted.

Edun added that FCMB’s customer-first strategy had led to a 65 Net Promoter Score, well above the industry benchmark of 47 per cent.

She stated that the bank’s digital banking NPS increased from 44 per cent in January 2024 to 58 per cent by August, reflecting positive customer feedback on its digital transformation efforts.

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