First City Monument Bank (FCMB) has marked the 2024 Customer Service Week by reaffirming its commitment to customer satisfaction through technology-driven solutions.

The global celebration, which runs from October 7 to 11 under the theme ‘Above and Beyond’, highlights FCMB’s efforts to exceed expectations with innovative banking tools that simplify financial services for personal and business clients.

The bank’s recent innovations include biometric onboarding and instant BVN verification for SME accounts, allowing customers to open and fund accounts without visiting a branch. These solutions demonstrate FCMB’s drive to make banking more convenient, secure, and accessible, positioning the bank as a leader in the competitive sector.

“Our approach to customer service is simple – to go above and beyond,” said FCMB Managing Director, Yemisi Edun.

“By continuously improving our service delivery and investing in digital solutions, we aim to meet the evolving needs of our customers. This year’s Customer Service Week is an opportunity to celebrate our progress and express our gratitude to those we serve,” she said.

FCMB’s customer-first strategy has contributed to an impressive 65 per cent Net Promoter Score (NPS), surpassing the industry benchmark of 47 per cent.

The bank’s digital banking NPS also rose from 44 per cent in January 2024 to 58 per cent by August, reflecting positive customer feedback on its digital transformation efforts.

This achievement stems from FCMB’s enhanced service delivery through technology, including biometric onboarding for secure account management without branch visits, instant BVN verification for SME customers and remote activation of Tier 2 accounts, the bank said.

“We are delighted to celebrate Customer Service Week with our customers and employees,” said Senior Vice President and Divisional Head of Corporate Services and Service Management, Felicia Obozuwa.