" /> Growing crowds buoy GTB's bottom line but cause service challenges | Hallmarknews
Published On: Tue, Aug 1st, 2017

Growing crowds buoy GTB’s bottom line but cause service challenges

ENIOLA ILORI

A recent Banking Industry Customer Satisfaction Survey carried out by international auditing firm, KPMG, showed that Guaranty Trust Bank (GT Bank Plc) was the best commercial lender in Nigeria in the SME and Wholesale Banking category and the second best financial service provider after Zenith Bank Plc in retail banking market. In addition, the bank was considered the most well capitalized bank in Nigeria, indicating the huge equity and non-equity resources the bank has deployed to ensure the efficiency, effectiveness and safety of its operations to the benefit of its various stakeholders.
But what precisely gives the bank an edge over its closest rivals? Is it the satisfaction customers derive from its busy front desk officers, or perhaps the trust and confidence the bank seems to enjoy amongst a younger generation of depositors? To answer these questions, we visited some of the bank branches in Lagos. Our findings are revealed below:
AKOWONJO BRANCH
This branch is situated along Akowonjo road. Well built, no doubt, with spacious parking lot. There were three security personnel; one in the banking hall and the other two outside. It has four ATM machines at a left hand corner close to the security post, of which three machines, at the time of our visit mid week, were dispensing cash in front of a snaky queue while the fourth machine arrogantly told anxious customers that it was ‘out of service’.
On entering the banking hall, it was clear that the fevered complaints of overcrowding common to this branch were not misplaced. The banking hall was stuffed right from the entrance; the banking hall is positioned on the ground floor while the upper floor is designed for customer service and back office operations. The large banking hall was split into two halves, one half for withdrawals and the other for deposits. The floor plan was sensible enough but still did not address the problem of a mammoth-sized onslaught of customers on its services.
There were 10 smartly dressed Tellers at the counter; four were attending to depositors, while the other six were addressing customers making withdrawals. Each teller spent an average of four minutes per customer. But even at this frantic pace the queue was still a customer’s sweaty nightmare as the press on the inflow of more customers made the banking hall a sea of human heads. Surprisingly despite the obvious number of customers on queues more prospective customers were penning new account opening forms at an angle to the queue of depositors and cash withdrawers.
The customer service desks had three staffers attending to complaints and enquiries. One other seat was empty on the day. Indeed, just as the problem of long queues manifested at teller points so also did the challenge of long lines continue to worry customers needing to make enquiries and other non-depository or withdrawal services at the customer service points. The customer service queue grew so long that some other staff of the bank in uniform went around attending to some of the customers so as to decongest the hall.
The bank has a water dispenser by the side, well stocked with water and disposable cups for customers and staffers use, the environment was clean and neat. It branch has two conveniences, one for male and the other for female users. The conveniences were well maintained and clean.
COMPUTER VILLAGE BRANCH
This branch is situated inside the popular Computer Village at Ikeja, Lagos. This branch can’t be compare to the branch at Akowonjo, as it has no parking space. Any customer going into this bank with their cars will definitely have a problem with where to park and secure their cars, the reason is because there is no where they could park, not even a motorcycle.
It is certain that any customer who wants to make a quick transaction will be discouraged and make a U-turn judging by how crowded the entrance looks like. It has only one security man outside the banking hall who was in-charge of the security entrance door. It has two ATMs and they were both dispensing cash but the queue on each ATM was so long that it got to the road and the customers had to cut the line in between to continue at another end.
So if a customer going into this bank is able to manage and go through with the ATM queue then he or she should be ready to face the other queue at the security entrance door, though it wasn’t as long as the one of the ATM. But you would have to be patient before you can make it through into the bank.
The bank is a two story building; the ground floor has a security seat like that of a receptionist to give directions to customers who needs help on where to go. The banking hall is on the first floor and welcoming you from the staircase are customers hanging around, then the banking hall was like you need to plead with people to wade your way through, because it was so crowded.
The medium size banking hall has six Tellers at the counter attending to the customers on the long queue and it took each Teller six minutes to complete a transaction with a customer and still the crowd kept on increasing which made the banking hall rough. Despite the fact that the air-conditioning was on, there was still heat from the too many people in the hall. The two customer care representatives were on the second floor attending to the few customers on the queue, taking them five minutes in attending to a customer.
The bank has a water dispenser filled with water and stocked with disposable cups in it. The convenience was dirty and customers waiting to use it complained that it has always been like that.
OBA AKRAN 1
The bank is among the several banks situated along the Oba Akran road, it is a well-structured storey building. It has a medium size parking lot that can take in 15 cars on the average, so customers coming in with their cars will surely get some space for parking and securing their cars.
There were two security guards at the bank; one was in-charge of the parking lot while the other was at the security entrance door. There were two ATMs in the bank premises and they were both dispensing cash. There were seven customers on each ATM and it took a customer three minutes to complete their transaction.
This bank had few customers in the banking hall as at the time of our arrival, at exactly 3:20pm. It is a medium size banking hall which has six Tellers at the counter attending to the few customers on the queue – like 20 customers in the hall – unlike the other branches that had double of it, because it was almost getting to the closing hour, and it took a Teller four minute to complete transactions with a customer. The upper ground was for customer service and the domestic operations.
There were three customer services on the seat, taking them 10 minutes attending to a customer. The customers on the queue were 15 in number, impatiently waiting to be attended to.
The bank has a water dispenser stocked with some cool water and disposable cups for customers and staff’s use. It has two conveniences for male and female, which was very clean and neat. The bank has a clean environment and well conducive for banking.
OBA AKRAN, BERGER PAINT BRANCH
This bank is located along Oba Akran road, Guinness bus stop, Ikeja , Lagos. This bank is inside Berger Paint building, opposite the Guinness Company. it has a medium size parking space for customers and staff coming in with their cars; it has two ATMs in the bank premises. And they were both dispensing cash and ten customers were on the queue taking them five minutes in completing their transactions. It has two unfriendly security men outside the banking, one of them was directing the customers driving in on where and how to park their cars and the other was at the security entrance door.
The banking hall is of a medium size with three other well-dressed security men, standing and discussing, they are more or less like receptionists, to direct you and ask if you need any assistance. There were six Tellers at the counter attending to the customers on the long queue with orderliness. It took a Teller 10 minutes to attend and complete transactions with a customer.
The upper floor was for the customer care representatives, with some other operation rooms. There were three friendly customer care staff patiently attending to the customers on the long queue taking them seven minutes to attend to a customer. There were 12 customers on the queue waiting to be attended to, when one of the staff stood up with a smile to attend to the customers with lesser issues on the queue, so as to reduce the crowd.
The bank has a water dispenser for decoration, because it was empty and has no water in it for customers who might need some water to cool down; it has two conveniences for both male and female which was neat and well cleaned and also with toiletries. The garland for overcrowding goes to the Akowonjo branch. Congratulations!

Leave a comment

XHTML: You can use these html tags: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>

Recent posts

  • 2017: Investors look back in defiance

    By TESLIM SHITA-BEY The year 2017 was not supposed to be a happy one. Inflation was 18.72 per cent at the beginning of the year, unemployment had jumped a few hoops to settle at 25 per cent for those between the ages of 18 and 25, while lending rates had gotten stuck in a band […]

  • Profit taking drags equities market down

    The All Share Index (ASI) of The Nigerian Stock Exchange (NSE) was down -1.00 per cent on back of profit taking by investors. The bourse closed at 38,534.64 basis points against Tuesday’s 38,924.63 and its year-to-date returns to stand at 43.39 per cent. The equities market hits the 39,000 mark last week and attained three […]

  • Lafarge names Alode new company secretary

    Lafarge Africa Plc has appointed Mrs Adewunmi Alode its new company secretary. In a release signed by the company’s group managing director, Michel Puchercos, which was sent to The Nigerian Stock Exchange on Wednesday, Lafarge Africa stated that her appointment takes effect from December 12, 2017. The new company secretary who had held several positions […]

  • OPEC production falls to six month low

    Oil market may not stabilize before end of 2018 despite Organization of the Petroleum Exporting Countries (OPEC) production reaching six month low in November as U.S. production continues to increase than expected. The Wall Street Journal quoted the oil cartel to have said Wednesday in its monthly oil report that production declined by about 133,500 […]

  • Breaking: 20 vehicles burn as tanker explodes in Festac

    No fewer than 20 vehicles and four commercial motorcycles were on Wednesday afternoon burnt when a tanker laden with petrol fell and spilled its content on the Festac Link Bridge in AwuwoOdofin LGA of Lagos State. The fire started at noon and raged for about an hour Vehicles burn as tanker explodes in Festac area […]

  • Gunmen break into Magu, EFCC chair’s home, shoot police officer dead  

      Some yet to be identified gunmen, Tuesday broke into to the Abuja home of the Acting Chairman of Economic and Financial Crimes Commission (EFCC), Mr Ibrahim Magu and shot dead a police sergeant attached him the Cable reports  The tragic incident was said to have occurred around 10pm. The attackers reportedly stormed the house […]

  • I fear Nigeria might break up- Awolowo-Dosunmu

      By Obinna Ezugwu Daughter of late sage, Chief Obafemi Awolowo, Dr. (Mrs) Tokunbo Awolowo-Dosunmu has expressed deep concerns about the survival of Nigeria, noting that the country may likely disintegrate if not restructured. “I don’t even want to imagine it (Nigeria not being restructured) because we have come to a breaking point,” a visibly […]

  • How Buhari tackled Jibrin over ‘budget padding’ scandal

      The Cable A simple question from President Muhammadu Buhari to Abdulmumin Jibrin, former chairman of house committee on appropriation, put paid to his allegation of “budget padding” against Yakubu Dogara, speaker of the house of representatives, a new book has revealed according to the Cable. Jibrin had alleged that the 2017 budget was padded […]

  • Lagos govt evicts GIG motors, Peace, GUO, other transporters from Jibowu

      Obinna Ezugwu Lagos State Government on Tuesday sealed off the premises of major transport companies including God is Good Motors, Peace Mass Transit, Chisco Transport, GUO Transport Ifesinachi and other companies in Jibowu area of Yaba, Lagos. Justifying the move, the Permanent Secretary, Ministry of Transportation, Olufemi Salami who acted on the approval of […]

  • World Cup: FIFA deducts points from Nigeria, fine NFF for fielding ineligible player in qualifier

    By Obinna Ezugwu Nigeria has come under a heavy hammer by the Federation of International Football Association (FIFA) disciplinary committee  for fielding an ineligible player, Shehu Abdullahi for the World Cup qualifier against Algeria on November 10, 2017, a statement by the committee said on Tuesday. The world football’s governing body fined Nigerian Football Federation […]

  • UPP commends PDP on successful convention, extend hand of fellowship

    By Obinna Ezugwu United Progressive Party (UPP) has congratulated the Peoples Democratic Party (PDP) on the successful conduct of its December 9 convention and tasked it to join hands with other credible opposition parties to deepen the country’s democracy This was contained in a statement signed by the founder and National Chairman of the party, […]

  • Nigeria lacks leaders with moral compass – Amb Keshi

    By Obinna Ezugwu Former Permanent Secretary, Ministry of Foreign Affairs, Ambassador Joe Keshi has decried what he called the lack of moral compass among Nigeria’s political elite, noting that poor leadership was the country’s biggest challenge. Keshi who bared his mind in a chat with BusinessHallmark in his Lagos home recently, regretted that virtually all […]

  • Non Yoruba in S/West inaugurate forum, vow to take rightful place in zone’s politics

    By Obinna Ezugwu Political and cultural leaders of various ethnic groups resident in the South West, Saturday last week at Ota, Ogun State, came together under the aegis of Non Yoruba Indigenes Empowerment Initiative, to seek ways of working together for a fair deal in the zone’s polity ahead of the 2019 general election. Various […]

  • Don’t celebrate yet, agitation for restructuring not over- Uko warns presidency

    By Obinna Ezugwu Founder, Igbo Youth Movement (IYM) and Secretary General, Eastern Consultative Assembly (ECA), Evang Elliot Uko has warned against any suggestion that the South East geopolitical zone has been “forcefully” and “violently” pacified as according to him, such is false. Evang Uko who is also the Deputy Secretary of Igbo Leaders of Thought […]

  • Nigeria’s Debt Service ratio falls to 45%

    Nigeria has made significant improvement in its debt-service-to-revenue ratio as it dropped from 66 per cent to 45 per cent. This is coming on the back of improved revenue mobilisation from both domestic and foreign sources. The government has been aggressively driving its tax reform with the introduction of Voluntary Assets and Income Declaration Scheme […]

  • Banks’ NPLs reach 10-month high in Q3

    FELIX OLOYEDE Non-Performing Loans (NPLs) in the Nigerian banking industry hit 10-month in September, latest data from the the Nigeria Deposit Insurance Corporation (NDIC) has shown. The report quoted by CNBC states that NPLs in the Nigerian banking sector reached N2.42 trillion at the end of Q3 2017, which is 10-month record high. Muyiwa Oni, […]


Visit us on Google+