PalmPay has earned recognition in the 2024 KPMG West Africa Banking Industry Customer Experience Survey for delivering outstanding service. The platform surpassed traditional banks in several key areas of customer experience, including seamless transaction processing, reliability, and innovative features.
With a Customer Experience (CX) score of 81.6, PalmPay ranks among the top fintechs in the region. This achievement solidifies PalmPay’s position as a leader in Nigeria’s digital financial services landscape.
The KPMG survey evaluates customer experience across six pillars: Integrity, Resolution, Expectations, Time & Effort, Personalisation, and Empathy. PalmPay excelled in streamlining processes, reducing customer effort, and building trust through transparent communication. “This recognition highlights our dedication to providing reliable, accessible, and innovative financial solutions to Nigerians,” said Chika Nwosu, PalmPay’s Managing Director.
The survey praised PalmPay for minimal network downtime, quick issue resolution, and proactive user communication. Customers appreciated the platform’s timely notifications about scheduled maintenance, enhancing reliability and trust.
A customer featured in the report shared, “PalmPay hardly has network issues and has saved me from embarrassment,” reflecting high user satisfaction.
PalmPay’s recognition aligns with its goal of promoting financial inclusion through user-friendly, tech-driven solutions, particularly for underserved communities. The company remains committed to improving the customer experience and expanding financial services access in Nigeria.