Business
Across the Counter: Zenith Banks ranks high in service delivery
Good banks get the business of banking done; great banks redefine their customer’s experience. This is invariably a product of institutional cultures that optimise all the banks subsystems to delight the banks customers beyond such customer’s expectation. Only a few Nigerian banks have been able to drip the necessary sweat and make the grade of being a great enterprise one of which is an iconic Zenith International Bank. The institution has developed and sustained a brilliant service delivery culture. Our team of monitors went on a confirmation mission to ascertain that the bank has sustained the standards reported in an earlier review in 2014. Here is an abridged update of our previous survey:
Zenith Bank, Allen, Ikeja, Lagos
This branch of Zenith Bank located in an intensely competitive retail stretch of Ikeja, Lagos, is the butt of severe rivalry by other major banks on the road. Our team noticed that there was adequate parking space for vehicles within the premises and the security men spry and efficient.
The banking hall was not only tidy but also well organised. The counter was orderly, so also was the customer service desks. The customer care representatives on duty were up and doing. Withdrawals took less than four minutes across the counters themselves. The cashiers were very efficient as they went about their tasks dutifully going the extra length to attend to customers.
The Automated Teller Machines (ATM) located outside the bank’s compound was also working properly as customers’ testified to fast and efficient service. Our ATM transaction took about two minutes.
Zenith Bank, Lagos Island
This branch of the bank is sited in an aggressively competitive district, Known for its strategic retail market importance. As at the time of our visit, the branch was going through normal transactions. From the look of things it had more traders from the immediate environ as customers than corporate patrons. The banking hall was very clean and inviting.
The ATM service built outside the building was fast, though it was just a solitary machine fixed to a corner of the branch’s wall. Each transaction took less than three minutes. The customer care representative was perky and attentive; the manner in which our inquiry was addressed was quite impressive.
However, it would be better if an extra ATM machine is built to ease the queues at the ATM point due to the very busy nature of the banks activities in a dense retail market.
Zenith Bank, CMD Road
This branch is usually a beehive of activities and it is also located in a competition-drenched environment with several other banks on the same road. One thing that would first be noticed is that the bank has a parking space constraint and vehicles obstructed one another on the main road when moving out of the bank premises. Of course, our team was not left out, as we also had to wait patiently for the security man to direct us to park the vehicle. Afterwards, we moved into the banking hall.
The quite spacious hall was neat and well organised which is typical of Zenith bank branches. The bank staffers had a welcoming attitude. The customer care representatives no doubt had their hands as a result of high customer patronage, as people waited patiently for their turn.
Zenith Bank, Ogba
This branch of Zenith Bank is located in the heart of commercial bustle on the outskirts of Ikeja, it has Access Bank and Diamond Bank very close to it. Two security officials were sighted, one helped customers park their vehicles orderly at the car park located outside the banking hall while the other security official at the entrance was also busy assisting customers into the bank.
The banking hall was decent and well planned. There were about three cashiers at the front desk attending to the various needs of the customers as at the time our team visited. There was no queue within the banking hall as across the counter transactions themselves took three minutes.
The customer service desk at the right hand side on entering the banking hall has two well dressed and courteous representatives attending to customers. It took ten to fifteen minutes for the customers to be attended to depending on the nature of their complaints.
This branch of Zenith Bank has the most reliable Automated Teller Machine (ATM) in Ogba. Located outside the banking hall, the ATM is quite efficient.
Zenith Bank as a bank has no doubt distinguished itself in terms of service delivery and professionalism. In general, the bank’s branches still offer impressive services on a sustained basis.