2018 Mobile Banking Customer Satisfaction Survey

The 2018 Mobile Banking Customer Satisfaction Survey examined the overall customer experience of users of mobile banking applications in Nigeria. The study explored the complete mobile banking experience, from awareness and application download to usage, complaint resolution, continued use, and customer advocacy. The research assessed product awareness and adoption, ease of downloading and using mobile banking applications, the usability of key functions such as adding beneficiaries, transferring funds, paying bills, and purchasing airtime, as well as complaint-resolution timelines, customer satisfaction, likelihood to recommend, and areas for improvement. The study applied a user-experience lens covering value, adoptability, usability, and desirability. Findings showed that 88% of respondents downloaded their bank’s mobile application after becoming aware of it, 76% were satisfied with the ease of using key application functions, and 77% reported overall satisfaction with their mobile banking application. The overall Net Promoter Score recorded in the study was 1. Key user challenges included network connectivity, error messages, transaction speed, application downtime, interface complexity, and delayed complaint resolution. Respondents recommended improvements including simpler download and login processes, fingerprint authentication, fewer transaction steps, expanded bill-payment options, card-blocking functionality, foreign-exchange transfer capability, and improved application accessibility. The report provides a historical and locally grounded perspective on mobile banking adoption, digital customer experience, user behaviour, and service improvement within Nigeria’s financial services sector in 2018.