The Guaranty Trust bank plc, Logo
From Benjamin a ameh, Lagos
The bank has customers’ opinion on operations which is periodically evaluates about services, products and policies which is review through the interview perceptions of the customers including that of the stakeholders
According to interviewed carried out within Lagos Island and Ikorodu branches of the bank, customers were voiced out their mind. The interview excerpts:
Hassan, a strong customer of the bank and Bureaux De Change operator said, I have been dealing with the bank for long and I Hassan never tired of their services, because their services is the best.
In his words: I enjoy the services of the bank as I can transfer money at time I desired to do so. The bank has good services, Hassan affirmed.
I love their mission statement of a high quality financial services provider with the urge to be the best at all times whilst adding value to all stakeholders, he said.
Within the GT branch at Tinubu, a customer, Tude testified that the ATM within Ebute metta was downs, therefore, “I have to come to Lagos Island, to draw money”, he said.
Within two branches of the bank in Ikorodu many customers stated their mind about transactions with the bank so far.
I must confess of benefits in transactions with GT bank within Ikorodu that I do transact. Online banking superb, ATM and appo applications of banking are good, for me, they are ok, said Kingsley.
The services are in line with their vision of a team driven to deliver the utmost in customer services and mission of a high quality financial services provider with the urge to be the best at all times whilst adding value to all stakeholders
I, Wale enjoyed the good services of banking of GT which including online and internet, even, sometimes their ATM services is easy going, he stated.
A teacher and student of Open University, Badmus Rasaki said GT has a fairly good banking services over three years but mobile banking is not effective as it usage with my black berry curve 2 adding that each time I tried to download the application it did not work with my smart phone
He further pointed out that the curve 2 modern phone should be good enough for inclusive in the app application for the banking transactions.
The agent banking, SMEMarketHub among others are not visible enough to some customers within this environs and other places that I use, badmus added
Another customer, James said the services of the bank within Ikorodu as wonderful beyond his imagination, every time I do my transactions smoothly especially purchase of goods from online stores. Event, the customers’ services desk staff are so good, he affirmed.
James pointed out that the bank vision stands for a team driven to deliver the utmost in customer services in GT Bank internet Banking, GT Bank E-Banking, GT Bank Mobile Money, GT Bank Internet Banking Platform, GT Bank and GT Bank App.
Kayode is an expert who toed the same line with other opinions that the GT bank’s internet along money transfer operation is one the best financial services ever introduces in the country. These operations are so unique for the youth and those who deal in business to business that involves in payment for the services chap-chap, he noted.
The management of guaranty Trust bank plc led by Managing Director, Segun Agbaje, said they are proud to have creating memorable banking experiences for our customers and also ready to partnering with their host communities to enhance societal and economic advancement. Also, we are determined that our every action would show our stakeholders that we care and we would comport ourselves in adherence to the values upon.
Agbaje pointed out that in line with management’s foresight about the digital revolution wave which suspected to be the next marketing frontier for all banks in emerging economies going forward. As results, they have devoted valuable resources to improve alternative channel experiences and pioneered social banking in Nigeria. This novel steps offering became the first of its kind by any Nigerian bank which is designed to enable people open accounts, make money transfers, purchase airtime and check accounts balance through their facebook while on phone, he added.
The managing director reiterated that the above steps feat led EMEA finance to recognize our institution as the most innovative Bank in Nigeria for 2013. We were also ranked number 1 in Africa and number 7 in the world by the financebrand.com in its 2013 top 100 most powerful Social Media Financial Brands Worldwide, Agbaje affirmed.
He was off the opinion that the bank presently has the largest social media following more than any Nigerian bank and we are poised to introduce alternative channels that will allow people perform banking transactions on google and twitter social platforms in 2014.
From the overall view of the customers only few out of 36 products and services created by the management of the bank has impacted positively on the stakeholders and customers.
“The success of your bank over the years can largely be credited to consecutive well articulated five (5) years business plans, which have guided our operations since inception. We undertook a strategy defining exercise during the year and have defined our long term objectives for the next five (5) years period from 2012 to 2016.”
“The deployment of a robust mobile application allows customers to access the internet banking and mobile money services from the phone and computer front anywhere, anytime, 247 worldwide. Some tested an application acceptance and also review how public ready to change in their financial services transactions in the nearest future.
“MSMEs MarketHub is an online e-commerce portal on which business and institutions can open online storefronts and sell their goods and services to the global community. This platform also provides access to free business and financial management tools that will help bank business partners grow profitability and enhance efficiency.
“The feedback from the customers and that of consumers of your services as it stated by the management under review period, adopted by the bank as a three tiered KYC regime with flexible account opening requirement to promote financial inclusion. Also the bank introduced low (tier1) and medium value (tier2) accounts to allow for socially and financially disadvantaged persons to gain access to its products and services with minimal or no access documentation. In addition, the bank launched its agent banking services to allow for a wider access to the banks products serves by customers. The new platform serves as a veritable tool in reaching the unbanked and underbanked members of the financial community. Also aids decongestion of the banking halls and the provision of financial services to low income earners at lower operating cost.
“The first agent banking branch was launched on November4, 2013 at a supermarket in Lagos.
“The bank continues to provide necessary supports to micro, small and medium-scale entrepreneurs (MSMEs) through introduction of the SMEmarketHub which serves as an avenue for MSMEs to showcase their business online and expand their reach.