Expect Digital Channels Scorecard – KPMG Tells Banks

KPMG Professional Services says it will release Digital Channels Scorecard for banks in Nigeria to urgently scale up on capabilities to deliver products and services via digital channels.

The Scorecard covers 13 anchor journeys grouped into five thematic areas, viz: Digital Onboarding, Payments and Transfers, Self-Service, Lending and Customer Care.

Banks have been categorised into Digital Tier One as Leaders, Digital Tier Two as Challengers, Digital Tier Three as Followers and Digital Tier Four as Late Starters.

Boye Ademola, Partner and Lead, Digital Transformation, KPMG Africa, announced during a zoom virtual press briefing in Lagos that scorecards will be published virtually on September 1.

In Ademola’s words “one of the enduring responses to the pandemic now and post-COVID-19 is Digital”.

He added that, banks need to urgently scale up on capabilities to deliver products and services via digital channels.

The scorecard provides an industry perspective of how effective banks are in delivering products and services to customers via digital channels, by measuring user experiences across a range of journeys for each bank.

It is expected to attract a variety of business leaders from financial services, telecommunications and other sectors that have a keen focus on retail growth via digital capabilities.

The scorecard includes a benchmark of Digital Channels for retail banks in Nigeria, using the proprietary KPMG Digital Channels UX Assessment Framework which employs the ‘mystery shopper’ review approach.

This edition of the publication covers the 17 commercial banks that not only have a strong focus on retail banking but also have international or national banking licences and retail banking operations across the country.

It will also highlight the emerging trends and perspectives on opportunities for improvement of the overall digital channels experience across the Nigerian retail banking sector.

In his remarks, Ladi Asuni, Partner Digital Transformation, said, “the release of the Digital Channels Scorecard publication is the first in a series to come.”

Asuni stated that it is designed by KPMG for retail banks in Nigeria to have an objective understanding of their competitive positioning with respect to leveraging digital capabilities to deliver products and services.

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