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It is my pleasure to present to you the Intermarc Research 2008 Nigeria e-banking customer survey.
The Nigeria e-banking space has recorded significant advancements against all odds from 2007 to date. Within this period, Nigeria has been adjudged the “fastest growing ATM market in Africa” by the international card community and Automated Teller Machine Industry Association (ATMIA).

We have also seen encouraging improvements in roll out of cards and other infrastructure in this space. There is a certain noticeable momentum in the e-banking industry in Nigeria where competition is heightened all in a bid to gain market share, get customers' patronage, loyalty and ultimately increase shareholder's value.

Nigerian banks have now come to realize that the customer stands very strategically at the centre as “de facto” for the realization of all the objectives underlining their e-banking investment and philosophy. Therefore, banks are becoming more creative in turning e-banking products and services as well as infrastructure roll out. Surely, we will be witnessing the impact of these initiatives in the years ahead.

The 2008 Nigeria e-banking customer survey has been expanded to cover not just the individual customers using cards, but also retail and corporate segments as well as public sector customer who either use e-banking services or have customers who conduct e-payment transactions through e-banking channels.

The 2008 survey canvassed the opinion of 2000 individuals and 42 businesses. This reports highlights key findings of the survey, identifying the critical customer satisfaction and loyalty points considering that Nigerian banks need feedback mechanism.

One point stands out this year. ATM has taken over from savings account as the most patronized banking product in Nigeria today. We do hope that this annual report will continue to encourage
Nigerian banks in their quest for quality customer service delivery on e-banking channels.

Adeyinka Adeyemi
Managing Partner, Intermarc Consulting