Across the Counter

There has been an improved service delivery and customer care experience at most branches of Wema Bank Plc. The bank has in the past months had an upgrade in their services as evident in the level of professionalism demonstrated in most of their branches.

Hallmark takes a survey across three branches of the bank which are Wema Bank, Oba Akran Avenue, Ikeja, Wema Bank, Omole, Ikeja and Wema Bank, University of Lagos, Akoka, all situated in Lagos.

Here is the report:

Wema Bank

Oba Akran Avenue, Ikeja, Lagos.

This branch of Wema Bank is cited on the busy Ikeja road leading to the popular Computer Village. It is located in a competitive environment as there are close to ten other banks within that vicinity. This particular branch was given a facelift months ago giving it a more appealing look. The bank has quite a modest car park.

When Hallmark crew visited the branch, the environment was calm with a security official manning the entrance into the bank. There were other security officials within the premises.

The spacious banking hall had customers going through their transactions though there wasn’t such a huge turnout of customers. The hall was calm and neat with the cashiers and customer care officials going about their jobs dutifully.

There are 7 cubicles across the counter, with just three cashiers present as at the time our team visited.

Wema Bank, Omole, Ikeja, Lagos.

Wema Bank, Omole is one of the bank’s branches that have undergone a significant improvement in the quality of their service. As at the time our team visited, transactions were going on quietly within the bank.

The bank has a spacious parking space for customers to park their vehicles, although it is quite a distance from the banking hall.

There were two security officials at the entrance who helped customers into the banking hall. There were no lockers for bank customers to secure their properties, as seen in their other branches, this seems to be a new move by the bank in the past weeks.

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Though it was very early that morning, the bank still had an impressive turnout of customers, going about transactions at every section of the bank.

Transaction across the counter took about three minutes as the cashiers attended to the customers promptly and courteously. The customer care representatives were also efficient as they paid attention to details.

At the customer care section, there were two desks in front to the extreme left while there is another at the back and one to the side.

Wema Bank,

University of Lagos, Akoka.

This particular branch of Wema Bank which is always a beehive of activities had a facelift few months ago. It is one of the first points of contact on entering the University premises. Banking activities operate from a relatively small bungalow located to the left side on entering the campus.

The bank has quite a modest car space. Customers usually have to take turns to enter the bank. This particular branch of Wema Bank is always crowded probably due to the large turn out of students and other residents of the University.

On entering the banking hall, there were quite a number of customers, but they all queued orderly as they waited for their turns.

Across the counter transaction took about five minutes as there were about five cashiers. The customer care officials at the right side of the bank also had their hands full as they had a lot of complaints to attend to.

Despite the huge customer base, we would say the bank is organised as there was another building to the right hand of the bank premises where post graduate students can pay their fees, which made transactions easier.

There automated Teller Machines (ATM) which are located to the left hand side of the building were working perfectly as at the time of our visit. Withdrawal took about two minutes.