CSW 2025: FCMB recommits to innovation, personalised service

First City Monument Bank says it is marking the 2025 Customer Service Week with a renewed focus on turning everyday challenges into opportunities through innovation and the provision of personalised service to its customers.

In a recent statement, the lender said that the global celebration themed ‘Mission: Possible’ spotlighted its belief that no goal is beyond reach when supported by the right tools, teamwork, and commitment to customers.

“At FCMB, every day is an opportunity to provide excellent service. This week, we are proud to celebrate our customers and employees, whose dedication continues to drive our success,” said Managing Director, FCMB, Yemisi Edun.

FCMB noted that its customer-first approach is producing strong results, as its Net Promoter Score stood at 74 per cent in August 2025. Its NPS for digital banking also rose from 71 per cent to 75 per cent.

Executive Director of Corporate Services & Service Management, Felicia Obozuwa, added, “In a fast-changing world, we are proud to deliver solutions that truly add value. Customer Service Week is another chance to thank our customers for their loyalty and our employees for their dedication.”

As part of the celebrations, the bank revealed that its executives, including the managing director, have entered customer-facing roles, visiting branches to engage with customers and personally present them with special gifts. The bank also recognises children with Kiddies’ accounts and rewards its top 50 customers for their enduring loyalty.

For its broader customer base, more than 100,000 customers who purchase airtime and data through the FCMB Mobile App and USSD enjoy a 10 per cent bonus over three days. The lender said that it also set up refreshment booths in branches to make visits more pleasant.

Employees are also at the heart of the celebration with staff activities that include peer-to-peer recognition sessions to celebrate colleagues who live the bank’s values and interdepartmental competitions such as a Bankers Game Show and a Theme Song Contest. The week’s events will culminate in a hybrid gathering, bringing together physically and virtually employees to close the celebrations on a high note.

Customer Service Week is now in its 41st year globally. It celebrates the vital role of service excellence in business success.