PalmPay Recognized For Excellence in Customer Experience in KPMG Survey
PalmPay, a leading fintech platform focused on Africa, has been celebrated in the 2024 KPMG West Africa Banking Industry Customer Experience Survey for its exceptional service delivery, surpassing traditional banks in key areas of customer satisfaction.
PalmPay demonstrated a strong performance across various stages of the customer journey, earning high praise for its seamless transaction processing, reliability, and innovative features. The platform achieved an impressive Customer Experience (CX) score of 81.6, placing it among the top fintech players in West Africa and solidifying its leadership in Nigeria’s dynamic digital financial services sector.
Key Pillars of Excellence
The KPMG survey evaluates customer experience across six critical pillars: Integrity, Resolution, Expectations, Time & Effort, Personalisation, and Empathy. PalmPay excelled in reducing customer effort, delivering seamless processes, and fostering trust through transparent and proactive communication.
Chika Nwosu, Managing Director at PalmPay, expressed gratitude for the recognition, stating:
“We are honored to receive this recognition from KPMG, which underscores our unwavering commitment to providing accessible, reliable, and innovative financial solutions to Nigerians. At PalmPay, we continuously strive to redefine the banking experience by addressing customer pain points, streamlining transactions, and ensuring that our customers can trust and rely on us for their everyday financial needs.”
The survey highlighted PalmPay’s minimal network downtime, swift issue resolution, and proactive communication, particularly through advance notifications of scheduled maintenance. Customers praised the platform’s reliability, with one user noting, “PalmPay hardly has network issues and they have saved me from embarrassment.”
Driving Financial Inclusion
PalmPay’s recognition aligns with its mission to drive financial inclusion by providing user-friendly, technology-driven solutions tailored to underserved communities. Through strategic partnerships and continuous innovation, the platform is committed to enhancing the customer journey and expanding access to financial services across Nigeria.
PalmPay’s achievements in the KPMG survey underscore its role as a trailblazer in the fintech sector, setting new standards for customer experience in the region.
Source: Independent
