KPMG Releases the Digital Channels Scorecard for Banks in Nigeria

KPMG Releases the Digital Channels Scorecard for Banks

Lagos, (Nigeria) – 26 August 2020 – KPMG Professional Services, one of the big four Professional Services Firms, will release the digital channels scorecard for retail banks in Nigeria at its upcoming webinar, themed: "Leveraging Superior UX on Digital Channels to Drive Retail Banking Growth," which is set to hold on Tuesday, 1 September 2020, via Zoom virtual meeting.


Boye Ademola, Partner & Lead, Digital Transformation, KPMG Africa, in his overview of the event, said “At KPMG, we believe one of the enduring responses to the pandemic now and post-COVID19 is Digital. In simple terms, banks need to urgently scale up on capabilities to deliver products and services via digital channels. It is in this light that we have performed a series of user journey-centered assessments culminating in the Digital Channels Scorecard for retail banks in Nigeria. The Scorecard provides an industry perspective of how effective banks are in delivering products and services to customers via digital channels by measuring user experiences across a range of journeys for each bank. This webinar will attract a variety of business leaders from financial services, telecoms and other sectors that have a keen focus on retail growth via digital capabilities.”

Ngozi Chidozie, Strategy and Digital, Management Consulting, KPMG in Nigeria, commented as follows, “The webinar will highlight our observations on leading practices, emerging trends and perspectives on opportunities for improvement of the overall digital channels experience across the Nigerian retail banking sector. That is why this upcoming event is themed: “Leveraging Superior UX on Digital Channels to drive Retail Banking Growth.”

Ladi Asuni, Partner, Digital Transformation opined that, “The release of the Digital Channels Scorecard publication is the first in a series to come, designed by KPMG for retail banks in Nigeria to have an objective understanding of their competitive positioning with respect to leveraging digital capabilities to deliver products and services. The upcoming webinar will also feature industry experts such as Akeem Lawal (Divisional Chief Executive Officer, Payment Processing, Interswitch), Bode Abifarin (Chief Operating Officer, Flutterwave) and Meaghan Johnson (Internationally renowned Fintech Researcher and UX Expert).

Tunji Odumuboni, Associate Director & Lead, Digital Platforms, KPMG Africa, stated that " The Digital Channels Scorecard measures the quality of customer experience as they utilize products and services on 4 distinct channels – Mobile, Internet, USSD and Chatbot. The Scorecard covers 13 anchor journeys grouped into 5 thematic areas, viz: Digital Onboarding, Payments & Transfers, Self-Service, Lending and Customer Care. Our analysis of digital channels at retail banks in Nigeria resulted in 4 distinct categories. We have categorised banks in Digital Tier 1 as Leaders, Digital Tier 2 as Challengers, Digital Tier 3 as Followers and Digital Tier 4 as Late Starters.”

Boye Ademola also added ”The KPMG Digital Channels Scorecard unveils in-depth sector and domain insights from our user journey-centered assessments. It includes a benchmark of Digital Channels for retail banks in Nigeria using the proprietary KPMG Digital Channels UX Assessment Framework which employs the “mystery shopper” review approach. This edition of the publication covers the 17 commercial banks that have a strong focus on retail banking. These banks have international or national banking licenses and retail banking operations across the country.”

Egheosa Onaiwu, Associate Director, Clients & Markets, KPMG in Nigeria, in his statement encouraged “industry stakeholders to register for the event on the KPMG website using the web address:, while the main hashtag for the webinar, #KPMGDigitalChannelsScorecard can be used to engage content across the KPMG social media channels, which include LinkedIn, Twitter, Facebook and Instagram.”

About KPMG Nigeria

KPMG Nigeria is a professional services firm with deep expertise in the provision of Audit, Tax and Advisory services to clients in various industries and sectors of the economy including the public sector. KPMG is well represented in Nigeria and across the African continent. Our objectives are to provide quality services to multinational, regional and local clients and to enhance the product offering in certain previously under-serviced markets.

For more information, please contact:

Egheosa Onaiwu
Associate Director,
Clients & Markets
KPMG in Nigeria

Tunji Odumuboni
Associate Director & Lead,
Digital Platforms
KPMG Africa

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