Industry report

SMART carries out in-depth research on key sectors of the economy. We currently publish the Bi-Annual Retail Banking Customer Satisfaction Survey Report. Our debut banking industry survey put our competence and experience to work by polling more than 400,000 customers of banks in Nigeria to measure their loyalty to their primary bank. We link what respondents tell us to their bank’s financial performance. The survey explores the root causes of customer loyalty and seeks to identify how Nigerian banks are doing on the Net Promoter Score (NPS).

The survey report identifies what banks that aspire to sustainable, organic customer-led growth can do. The retail bank survey by S.M.A.R.T focuses on issues relating to customer-bank relationship and it is regularly published.

We also provide client specific research on various sectors of the economy.