Accion Microfinance Bank has reaffirmed its commitment to strengthening customer relationships and advancing financial inclusion through the South-South edition of its Regional Customer Forum held in Port Harcourt, Rivers State.
The forum, part of activities marking the bank’s 20th anniversary, brought together customers, board members and senior management to discuss customer experience, digital banking, loan accessibility and other issues affecting businesses and individuals in the region.
Speaking at the event, Ayodeji Mebude, group head of operations, described customer feedback as a key driver of service improvement, noting that insights from customers help the bank refine its products and enhance service delivery.
“Our customers’ feedback is one of our most valuable resources. It helps us improve our products, refine our services and deliver better banking experiences,” he said.
Christian Ruehmer, chairman of the board, said direct engagement with customers provides valuable insights that strengthen governance and support long-term growth.
“As a Board, we value opportunities like this because they provide direct insight into the needs and aspirations of the people we support. Those insights strengthen our governance, sharpen our strategy and position the Bank to create lasting value for customers and communities alike,” he said.
Gift Mahubo, non-executive director, said the forum reflects the bank’s commitment to ensuring customer perspectives shape strategic decisions.
“Financial inclusion is most impactful when it responds to the realities of the people it is intended to serve. This forum reinforces our commitment to ensuring that customer perspectives continue to shape the decisions that drive our growth and strengthen our impact,” he said.
The interactive session gave customers the opportunity to share their experiences and make recommendations on customer service, digital banking, loan accessibility and overall service delivery. Management addressed concerns raised and reiterated its commitment to continuous improvement based on customer feedback.
Amaechi Madu, regional bank head for the South-South/South-East region, said the engagement would enable the bank to better understand the needs of customers in a region with significant entrepreneurial potential.
“The South-South region continues to demonstrate remarkable entrepreneurial potential. Engagements like this allow us to better understand the realities our customers face and respond with solutions that truly make a difference,” he said.
The bank recognised several long-standing customers with appreciation gifts during the event and said similar forums would be held across other regions as part of its 20th anniversary celebrations, reinforcing its commitment to expanding financial inclusion and strengthening customer relationships across Nigeria.