Banking
GTBank Emerges Best Digital Bank in Agusto Consumer Satisfaction Index
By Modupe Gbadeyanka
Guaranty Trust Bank (GTBank) has ranked highest in user experience in the 2020 edition of the consumer banking satisfaction index released by Agusto & Co.
The survey unveiled recently by the leading research and credit rating agency showed the level of customer satisfaction towards digital banking channels in Nigeria.
According to Agusto & Co, the objective of the index is to create an independent appraisal of the ease of using digital banking platforms by the Nigerian populace following an increased competition by banks on digital platforms as well as the growing quest for higher electronic banking income by Nigerian banks.
The consumer banking satisfaction index reveals customers’ preferences towards digital banking channels on some selected banks in Nigeria.
The index, which contains a survey and a scorecard, is now available online on https://www.agusto.com/2020-consumer-digital-banking-satisfaction-index-report/ and showcases that the crux of customers’ complaints is customer service delivery.
As revealed by the report, GTBank was the best digital bank in Nigeria with a user experience score of 74.2, displacing Zenith Bank which was the highest-ranked bank in the 2019 edition. Zenith Bank dropped to the 4th position this year (a score of 70.9) due to lower ratings in transaction success rates and troubleshooting & IT support.
GTBank’s top position was underpinned by comparably higher transaction success rates, is most crucial in the current ‘COVID-era’. The bank’s position was also upheld by the significant level of awareness of its digital banking services compared to the other banks in the survey sample Agusto & Co also observed that the COVID-19 pandemic has driven an increase in the use of digital channels and created an opportunity to grow transaction income across the various platforms.
In addition to benefits to commercial banks, the pandemic has also provided digital banks with an avenue for growth. The survey also indicates that only 46% of the survey respondents are aware of digital banks.
Senior Analyst, Financial Institutions Ratings at Agusto &Co, Mariam Dabiri says; “As a research and credit rating agency, we seek to provide banks with credible information on how best services can be improved for customers. We believe findings from this Index will provide good insights and suggestions to enhance the customer experience.
“Generally, we believe that there is a need for more dedicated investments in customer service and relationship management to support growing traffic across digital banking channels.”
The 2020 Consumer Digital Banking Satisfaction Survey targeted a focus group of respondents drawn from the formal and informal sectors of the economy. The coverage banks indicated in the survey are also top 10 commercial banks based on the value of total assets and contingents as at 31 December 2019.
Banking
Deriv Taps PawaPay to Expand Mobile Money Deposits Across Africa
By Adedapo Adesanya
Leading pan-African payments aggregator, PawaPay, has partnered with Deriv to support mobile money deposits across multiple African markets, with plans to expand further.
According to a statement on Tuesday, the integration gives Deriv users access to local payment methods through a single, compliant connection to major mobile operators.
The partnership, launched in 2025, currently supports mobile money deposits across eight African countries, with connectivity to major mobile money operators.
Deriv selected PawaPay to support its African expansion strategy in order to deliver mobile money without sacrificing localisation or reliability as volumes grow.
Since launching with PawaPay, Deriv has seen a measurable increase in mobile money deposits across the live markets. Coordinated launch and education campaigns accelerated adoption, while the underlying reliability of the integration meant fewer failed transactions and more predictable settlement, factors that directly affect whether a payment product succeeds in practice.
PawaPay connects businesses to local payment methods, including mobile money across 20 African markets, handling payment processing, settlement, FX, and reconciliation for global platforms operating at scale.
Through the partnership, Deriv users are able to fund their accounts using mobile money wallets they already use day to day. For platforms operating across African markets, mobile money is a primary way customers transact, and offering it reliably requires local operator connectivity, regulatory alignment, and the ability to manage payments consistently across markets.
PawaPay supports Deriv through a single integration that provides operator connectivity, compliance support, and settlement across the markets live today. This includes hands-on support during periods of network instability, so issues can be addressed before they impact users. The setup is designed to support high-volume payment flows as usage grows.
“Mobile money is already deeply embedded in how people transact across Africa,” said Mr Nikolai Barnwell, CEO at PawaPay. “The real challenge for companies expanding across multiple markets is running it reliably once volumes grow. Our role is to make sure payments remain predictable, so platforms like Deriv can focus on their customers rather than managing operational detail.”
On his part, Mr Derek Swift, Head of Client Funding Facilities at Deriv, said, “Our partnership with PawaPay is central to Deriv’s expansion across Africa. Their platform performs reliably in markets where payment infrastructure requires real local expertise, and their team operates with the kind of responsiveness that matters when you’re serving clients across multiple jurisdictions. This partnership has opened markets that simply weren’t accessible to us before.”
Banking
CIBN to Back ACAMB on Professional Development, Industry Advocacy
By Modupe Gbadeyanka
The Chartered Institute of Bankers of Nigeria (CIBN) has promised to support the ambitious plans of the Association of Corporate and Marketing Professionals in Banks (ACAMB).
At a meeting between the leaderships of the two organisations on Tuesday, the president of CIBN, Professor Pius Deji Olanrewaju, said it was impressed with the capability development and the undergraduate mentorship schemes of ACAMB under its leader, Mr Jide Sipe.
The CIBN chief commended the forward-thinking vision of the group, saying it had raised standards across Nigeria’s banking sector.
“ACAMB’s support has given CIBN and the banking sector brand equity,” he said, praising the association’s record in reputation management. recalling ACAMB’s role in addressing crises within the sector, describing the partnership as strategic and beneficial.
He further pledged support for ACAMB’s 30th anniversary in September 2026, its AGM, and other programmes, including fundraising initiatives.
“I want to assure you that everything you have presented today has been clearly noted and will be acted upon.
“We are fully committed to working closely with you so as to translate these discussions and vision into measurable progress. Our shared goal is to strengthen the sector, protect its reputation, and enhance its public image in a meaningful and lasting way.
“This meeting discussed various initiatives and reforms crucial for the future of our industry, including the need for continuous training and adaptation to new programs,” Mr Olanrewaju stated.
Speaking at the meeting, the president of ACAMB described the visit as a crucial first step in his tenure, aimed at contributing significantly to giving flight to his vision and that of ACAMB.
“When we assumed office, one of the first things we agreed on was the need to visit key stakeholders.
“However, before reaching out more broadly, we felt it was important to begin with our primary constituency and core stakeholders. We want them to understand the direction we are taking and to support the work we are doing, so that ACAMB can achieve greater success than it has in the past.
“We couldn’t have properly started our tenure without this very important meeting with the CIBN,” Mr Sipe stated
He introduced the newly constituted ACAMB Exco, which includes the 2nd Vice President, Morolake Phillip-Ladipo; General Secretary, Olugbenga Owootomo; Assistant General Secretary, Ademola Adeshola; Publicity Secretary, Abiodun Coker; and Executive Secretary, Fadekemi Ajakaiye.
Banking
All Set for Second HerFidelity Apprenticeship Programme
By Modupe Gbadeyanka
Registration for the second HerFidelity Apprenticeship Programme (HAP 2.0) organised by Fidelity Bank Plc has commenced.
The Divisional Head of Product Development at Fidelity Bank, Mr Osita Ede, informed newsmen that the initiative was designed to empower women with sustainable entrepreneurship skills.
The lender created the flagship women-empowerment initiative to equip women with practical, income‑generating skills and structured pathways to entrepreneurship.
“HerFidelity Apprenticeship Programme 2.0 reflects our commitment to continuous improvement. Having evaluated feedback from the first edition, we have returned with stronger partnerships and deeper mentorship programmes to ensure that women acquire not just skills, but sustainable economic opportunities,” he said.
“At the heart of the programme is guided, real‑world learning. Participants will undergo intensive apprenticeship training under reputable institutions and industry experts across select fields such as hair styling, shoe making, auto mechatronics, and interior decoration,” Mr Ede added.
He noted that HerFidelity Apprenticeship Programme 2.0 goes beyond skills acquisition by offering participants a wide range of business advisory services. These include business and financial literacy training, mentorship support throughout the apprenticeship journey, access to Fidelity Bank’s women‑focused and SME financial solutions, as well as guidance on business formalisation and growth strategies.
Further emphasising the bank’s vision, Mr Ede said, “By integrating structured mentorship with entrepreneurial development, Fidelity Bank is positioning women not just as trainees, but as future employers, innovators, and economic contributors within their communities. This aligns with our mandate to help individuals grow, businesses thrive, and economies prosper.”
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