Nigeria: Kike Adekoya South Africa: Lerato Govender
On her choice of banks: “When I first came to
university 3 years ago, I opened a GTCrea8 account
with GTBank and I stay with them mostly because of
the proximity they offer to alternate banking channels.”
On her channel preferences: “I use a diverse range of
platforms for the different activities I need to carry out;
the ATM for cash withdrawals, mobile banking for funds
transfer and balance enquiries, internet banking when
I need to obtain financial advice, social media to make
complaints and the branch to deposit cash.”
On her banking needs: “Most of my transactions
are via the ATMs and internet/mobile banking platforms.
I also enjoy interacting with my bank on Facebook and
Twitter as these are easier and more fun platforms to
communicate with the bank. However, sometimes the
bank takes a long time to respond to my enquiries
and complaints and this makes me very frustrated.”
On what is important to her: “Alternate channels
are very important to me and the bank is doing a good
job in terms of constant innovation. It is very easy to
use a lot of their services, particularly the mobile banking
platform. However, the length of the queues at the
branches is still a major issue whenever I go there to
deposit money.”
KPMG Insight: Kike is a prime example of the modern
tech-savvy student. As trends are ever-changing in the
world, innovative value-added services that could help
keep these students’ attention are:
•
Cardless cash withdrawals from the ATMs and
improved response rates on social media
•
Relevant information could also be provided that
informs them about periods to expect downtime
on the bank’s alternate channels.
On her choice of banks: “I have been banking with
First National Bank for over 20 years and have stayed
with them because of their integrity, financial stability
and the fact that they always put their customers first.”
On her channel preferences: “The ATM is a channel
I greatly appreciate as I use it for many activities
such as cash withdrawals, funds transfer, balance
enquiries and cash deposits. I visit the branch or call
my Relationship Manager when I need to carry out
any other activities.”
On her banking needs: “The bank has a branch a stone’s
throw away from the hospital I work at, therefore, it
is convenient for me to visit their branches whenever
I need to. If I can’t go to the branch, I call my Relation-
ship Manager or use the ATM to transfer funds to my
children who are in different universities around the
world.”
On what is important to her: “Customer service, the
branch and the ATM need to be upper echelon as these
are my main points of contact with the bank. The bank
has done an outstanding job with these measures and
have taken it a step further by offering me customized
services and products. But the interest rates offered
on investment and deposit products and the proximity
of ATMs still need to be worked on to improve my
satisfaction level.”
KPMG Insight: Lerato represents the affluent
professional at the peak of her career. The bank can
keep her interested and raise her level of enthusiasm
by offering the following products and services:
•
Professional investment advisory services to help
her make wise investment decisions
•
A method of linking her accounts to her children’s
accounts to create a more seamless process of
transferring funds.
Kike is a 19-year-old student
currently in the third year of
a Law degree at the University
of Lagos (UNILAG). As Kike is
now approaching graduation,
she has started taking her savings
more seriously and currently
keeps her 30,000 naira allowance
in a special student savers
account.
Lerato has been a Gynecologist
for the past 17 years and is now
one of the top-rated and most
well respected Gynecologists
in the Durban Metropolitan Area.
She earns 1.2 million rand each
year and, as a result, has a diverse
portfolio of investments.
31A single view