It is always super cool to see businesses/organizations proactively improve their customers' experience and in this case, Stanbic IBTC changes the game for the banking industry in Nigeria! About 2 weeks ago, I got a pop up message saying; " Avoid filling deposit forms, just walk straight to the teller and speak your transactions. Call 01-4222222 for more " Out of curiosity, I went to a branch of the bank and requested for a deposit slip. The security officer in the banking hall asked if I needed to make a cash transfer and on confirmation, I was told that the bank no longer requires deposit slips and I could simply speak with a teller and they will handle my transaction. At this point, I knew I had to explain my objective and requested to see the branch/operations manager. I gave him my business card, explained what I do and why I needed to try out both services to ascertain the impact on my experience as a customer and he had to dig in to get me a deposit slip so I...

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As individuals, saving money at a bank curbs our spending habits and allows our funds to grow over time while offering us opportunities to invest and receive high interest rates on deposits. What you would expect from your bank at the end of the day with the above needs in mind is a bank that; Makes it easy for you to access information about how it meets all of your needs i.e. saving and growing savings/wealth Makes it easy for you to deposit money/savings per time Makes it easy for you to access information about amount of savings you have accumulated Makes it easy for you to access information and updates that will impact your ability to seamlessly operate account (CASE SPECIFIC COMPLAINT) Makes it easy for you to access updates about opportunities where you can invest and grow your savings  Makes it easy for you to access your savings should you want to draw down on it STORY SHARED In the case of this experience shared on talk to deBBie , Eco Bank customer had th...

The experience a customer/patient has at a hospital is hinged on the quality of not just the specialist health care service he or she receives but also on the quality of his or her service experience. In the experience shared below from a customer/patient at Eko Hospital, what was negatively impacted was the quality of his/her service experience and I will break this down in more detail as well as share what Eko and other hospitals in Nigeria can do to make sure they manage their patients' experience properly in line with their wait time to see a consultant. STORY SHARED "...I have been looking for an opportunity to vent about my last experience at Eko Hospital, Ikeja. I woke up one morning to meet an early appointment, got their before 8am but left at about 12.30pm without seeing the Consultant. What a waste of time.  I wonder how many patients have lost their lives out of this level of carelessness on their part. I rate them 0/5" My Perspective. In reviewing ...

Thank you for this initiative. You know I have been looking for an opportunity to vent about my last experience at Eko Hospital, Ikeja. I woke up one morning to meet an early appointment, got their before 8am but left at about 12.30pm without seeing the Consultant. What a waste of time.  I wonder how many patients have lost their lives out of this level of carelessness on their part. I rate them 0/5 Details of Experience Shared  What is the name of the product, service or company? Eko Hospital How will you describe your  experience?  Poor Please share details of your experience:  Thank you for this initiative. You know I have been looking for an opportunity to vent about my last experience at Eko Hospital, Ikeja. I woke up one morning to meet an early appointment, got their before 8am but left at about 12.30pm without seeing the Consultant. What a waste of time. I wonder how many patients have lost their lives out of this level of carelessness...

A lien was placed on my account by external auditors for a year without me being alerted. No reason was given and it was not warranted because my BVN was linked to the account. I had however been paying in monies with no hassels. When i needed to withdraw, I was in limbo for two days because they couldn't ascertain who placed the lien and why. My argument was why wasn't i informed for a full year about this development. A simple text message or email would have sufficed.It was later resolved because the name on my BVN didn't follow the same sequence as my name on the account...which was not a problem before, but a request for me to update my details would have spared me the embarrassment of having to placate a vendor I needed to pay some monies urgently to.    Details Of Experience Shared What is the name of the product or service? Ecobank How will you describe your experience? Poor Please share details of your experience: A lien was placed on my account by exte...

Did you know? When customers are unhappy with a product or service they have paid for, 33% return to the seller or contact the seller to express their satisfaction? Out of this number, only 5% are happy with the resolution of their complaint. 😐 Related, 67% of customers do not return to the seller, do not repurchase the product or service but tell others about their negative experience. Targeting this number [67%], 71% of them will very likely and likely share their experience using a product or service on an independent online platform. In the words of these respondents [a Neetch Company customer feedback research], the presence of an independent customer feedback platform in Nigeria will; Improve customer experience overall and it will be convenient Dissuade others from having a bad experience if they are exposed to negative feedback/reviews of products and services Make businesses and companies more customer conscious and kept on their toes  Promote great experienc...