Customer Service Week: FCMB pledges personalised service, innovation

First City Monument Bank (FCMB) is marking Customer Service Week 2025 with a commitment to transforming everyday challenges into opportunities through personalized service and innovation.

The global celebration, themed "Mission: Possible," runs from October 6 to 10. According to the Bank, the theme highlights its core belief that any goal is achievable with the right tools, teamwork, and a relentless focus on the customer.

"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 Yemisi Edun, Managing Director, FCMB.

The Bank's customer-centric approach is yielding positive metrics, with its Net Promoter Score (NPS) reaching 74% in August 2025, surpassing the industry average. Customer satisfaction with digital banking also improved, with the digital NPS rising from 71% to 75%.

Felicia Obozuwa, Executive Director of Corporate Services & Service Management, underscored the bank's dedication: “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 taken on customer-facing roles, visiting branches to engage with customers and present special gifts. The bank is also acknowledging children with Kiddies' accounts and rewarding its top 50 customers for their long-term loyalty.

For its broader customer base, over 100,000 customers are receiving a 10% bonus on airtime and data purchases made via the FCMB Mobile App and the *329\# USSD code over three days. Refreshment booths have also been set up in branches to enhance the in-person banking experience.

Employees are central to the week's activities, which include peer-to-peer recognition sessions celebrating colleagues who exemplify the bank’s values. Staff will also participate in interdepartmental events such as a Bankers Game Show and a Theme Song Contest. The week will conclude with a hybrid gathering, uniting employees physically and virtually.

FCMB’s participation in the 41st global Customer Service Week reflects its ongoing commitment to growth, innovation, and fostering strong relationships with both its customers and the wider community.