FCMB celebrates customers, pledges innovative service delivery

First City Monument Bank (FCMB) is celebrating Customer Service Week 2025 with a renewed focus on turning everyday challenges into opportunities through innovation and personalised service.

This year’s global celebration, which runs from October 6 to 10 under the theme, ‘Mission: Possible’, spotlights FCMB’s 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.

The bank’s customer-first approach is producing strong results. Its Net Promoter Score (NPS) stood at 74 per cent in August 2025, ahead of the industry average. NPS for digital banking also rose from 71 per cent to 75 per cent, showing improved customer satisfaction.

Executive Director of Corporate Services and 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, FCMB 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.

Appreciating its broader customer base, more than 100,000 customers who purchase airtime and data through the FCMB Mobile App and *329# USSD enjoy a 10 per cent bonus over three days.

To further enhance in-branch experiences, refreshment booths have been set up to make visits more pleasant.