FCMB leads mobile, USSD banking in KPMG 2025 Nigeria customer experience survey
FCMB ranked first in mobile banking and USSD experience in KPMG's 2025 Nigeria Banking Industry Customer Experience Survey, with mobile-app scores rising from 76.1 to 77.5 and USSD from 75.5 to 75.9 between 2024 and 2025. The bank also placed second in internet banking (score 77.2, up from 75.1) and first in contact-centre experience (score 76.0, up from 74.5). The survey, covering 24,432 retail customers across 37 locations and 1,339 FCMB respondents, shows Nigerian banks are now competing on the reliability and consistency of digital services rather than just offering apps or USSD codes. Customers rank transaction reliability, security and personalization as top expectations, yet satisfaction with personalization lags at 75.3 against an importance score of 81.3. FCMB’s lead reflects its focus on seamless, dependable digital channels and strong customer-support channels. As banks invest more in technology, the battle for retail customers will hinge on who can deliver the smoothest, most secure and personalized experience across mobile, web, USSD and call-center channels. Will you consider switching to a bank that consistently scores higher on mobile and USSD reliability, or will you push your current bank to close the gap in personalization and security?