Nigerian Banks - Online Customer Service
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A look into how the 24 Banks in Nigeria offer Online Customer Services
![A Timid Approach, Unsure. ,[object Object],A mere 2 have capabilityto apply for products & services online Only 9 have interactive chat facilities and of the 9; Noneproactively recognises the presence of a customer 3 have online customer support helpdesk system and None have defined service levels An impressive 16 have FAQ sections; but the relevance of the answers are questionable None (0) have online community capabilities and destinations *Citibank Nigeria Limited does not have a country specific website. www.researchist.info Permission to republish with source citation 2](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Nigerian Banks - Online Customer Service
- 1. Nigerian Banks’ Websites A look into how the 24 Banks in Nigeria offer Online Customer Services July 2009 from researchist.info Researchist.info is part of the Darrell Hill Consulting Group
- 4. Contact forms for Spring Bank for example gets delivered to “non existent” Citizens Bank email box
- 5. Only 14% of the banks acknowledge receipt of message
- 6. None specifies a period before which the message will be acted upon
- 8. Read receipts were requested for banks contacted via emailswww.researchist.info Permission to republish with source citation 3
- 10. Of the 9 with Interactive chat facilities; none was available at all times during work hours (8am to 6pm) – Nigerian time
- 11. 5 out of the 9 Banks appear to have installed free or cheaper versions of Chat software thereby diluting the brand of the Bank
- 12. None “pops out” on exit from the website
- 14. Fully licensed copies of chat software allow personalised branding and no reference to provider. www.researchist.info Permission to republish with source citation 4
- 16. Only 2 Banks (Union Bank and Eco Bank) allow online application for bank products and services
- 17. Online application forms used by Union Bank don’t appear to be purposefully built
- 18. A majority of the banks only allow forms to be downloaded and completed offline
- 20. Downloadable forms are in pdfswww.researchist.info Permission to republish with source citation 5
- 24. Relevance of content within the FAQ section may not be adequate
- 25. Oceanic Bank for example have an FAQ section with only one question and no answer.
- 27. GT Bank FAQ taken as “Quick Links”www.researchist.info Permission to republish with source citation 7
- 29. Returned results from search were generally not so impressive.
- 30. GT Bank for example returns the names of its board of directors when you search for the word “current account”
- 33. GTBank had in built help desk software to allow customers submit and track support requests. (See notes)
- 41. List of Banks in Nigeria and their respective website address were taken from the website of the Central Bank of Nigeria - http://www.cenbank.org/Supervision/finstitutions.asp
- 42. Our research was limited against Citibank Nigeria Limited as it does not have a country specific website.
- 43. All banks, product names and any registered and unregistered trademarks mentioned are used for identification purposes only and remain the exclusive property of their respective owners
- 44. While every attempt has been made to conduct a thorough research, the nature of the Internet – our only source for this research – is such that errors can be madewww.researchist.info Permission to republish with source citation 15
- 45. For More Information www.researchist.info assistant@researchist.info www.researchist.info Permission to republish with source citation 16
- 46. What can Banks in Nigeria do to improve Online Customer Service? www.researchist.info Permission to republish with source citation 17