A look into how the 24 Banks in Nigeria offer Online Customer Services

1. Nigerian Banks’ Websites A look into how the 24 Banks in Nigeria offer Online Customer Services July 2009 from researchist.info Researchist.info is part of the Darrell Hill Consulting Group

4. Contact forms for Spring Bank for example gets delivered to “non existent” Citizens Bank email box

5. Only 14% of the banks acknowledge receipt of message

6. None specifies a period before which the message will be acted upon

8. Read receipts were requested for banks contacted via emailswww.researchist.info Permission to republish with source citation 3

10. Of the 9 with Interactive chat facilities; none was available at all times during work hours (8am to 6pm) – Nigerian time

11. 5 out of the 9 Banks appear to have installed free or cheaper versions of Chat software thereby diluting the brand of the Bank

12. None “pops out” on exit from the website

14. Fully licensed copies of chat software allow personalised branding and no reference to provider. www.researchist.info Permission to republish with source citation 4

16. Only 2 Banks (Union Bank and Eco Bank) allow online application for bank products and services

17. Online application forms used by Union Bank don’t appear to be purposefully built

18. A majority of the banks only allow forms to be downloaded and completed offline

20. Downloadable forms are in pdfswww.researchist.info Permission to republish with source citation 5

24. Relevance of content within the FAQ section may not be adequate

25. Oceanic Bank for example have an FAQ section with only one question and no answer.

27. GT Bank FAQ taken as “Quick Links”www.researchist.info Permission to republish with source citation 7

29. Returned results from search were generally not so impressive.

30. GT Bank for example returns the names of its board of directors when you search for the word “current account”

33. GTBank had in built help desk software to allow customers submit and track support requests. (See notes)

41. List of Banks in Nigeria and their respective website address were taken from the website of the Central Bank of Nigeria - http://www.cenbank.org/Supervision/finstitutions.asp

42. Our research was limited against Citibank Nigeria Limited as it does not have a country specific website.

43. All banks, product names and any registered and unregistered trademarks mentioned are used for identification purposes only and remain the exclusive property of their respective owners

44. While every attempt has been made to conduct a thorough research, the nature of the Internet – our only source for this research – is such that errors can be madewww.researchist.info Permission to republish with source citation 15

45. For More Information www.researchist.info assistant@researchist.info www.researchist.info Permission to republish with source citation 16

46. What can Banks in Nigeria do to improve Online Customer Service? www.researchist.info Permission to republish with source citation 17