Independent banking & fintech CX benchmark
How is your bank really treating you?
Banking CX Pulse™ is an always-on, independent platform that turns real customer feedback into NPS, CSAT, Trust, Ease, and complaint-resolution intelligence across Nigeria's banks and fintechs.
2–4 minute survey · No BVN, PIN, or account numbers · NDPA-aligned consent
Why it exists
Customer experience data is scattered. The market needs a neutral pulse.
Banks and fintechs hear from customers through internal surveys, app reviews, social media, and informal complaints — each limited in speed, independence, and action. Banking CX Pulse converts those scattered experiences into structured, credible, sample-aware intelligence: always-on where reports are periodic, independent where banks are biased, and action-oriented where findings usually end.
What we measure
Six signals behind the public CX Pulse
How it works
From a customer's experience to published intelligence
1
Customers rate
A 2–4 minute survey captures structured CX signals plus an open comment — on mobile or desktop.
2
We validate
De-duplication, bot & spam filtering, sensitive-data screening, and manual review of extreme claims.
3
We aggregate
Approved responses are scored by institution, channel, and segment — gated by sample-size thresholds.
4
We Publish
Public rankings build credibility, and institutions get deep-dive intelligence to improve their service.
The score
One transparent index, protected by sample size.
The CX Pulse Score combines NPS, CSAT, Ease, Trust, and Complaint Resolution into a single weighted index. Public rankings only appear once an institution clears the minimum valid-response threshold — every published score carries its sample count.
See the methodologyCX Pulse Score thresholds
How sample size governs what we publish.
- Below 100
- Insufficient sample — not ranked publicly
- 100+
- Eligible for public score display
- 300+
- Eligible for monthly ranking
- 500+
- Eligible for verbatim & detailed report
Why your rating matters
Your bank scores you every day.
Now it’s your turn to score them.
Two minutes of honest feedback becomes a public score every bank and fintech can see — and can’t ignore. No queues, no call centres, no account details. Just your experience, counted.
Anonymous by designYour identity never appears on the public dashboard.
Protected by lawNDPA-compliant: your data, your rights, deletable any time.
Heard by decision-makersAggregated ratings reach the institutions themselves.
Power to choose smarterThe live dashboard and monthly reports show how banks really perform — so you pick where to bank on evidence, not adverts.
For banks & fintechs
Ways institutions work with us
Beyond the public pulse, institutions can access deeper, institution-specific insight and CX advisory support.
Free Public Pulse
- Public rankings & industry trends
- Top customer pain points
- Monthly social snapshots
Bank Snapshot Report
- One institution's full scorecard
- Top 5 pain points & verbatim themes
- Competitor position
- Quick-win recommendations
Monthly CX Intelligence
- Live dashboard & benchmarking
- Segment & channel analysis
- Complaint heatmap
- Monthly executive review
Strategic CX Engagement
- Root-cause analysis & workshops
- Journey redesign
- Closed-loop complaint recovery
- NPS³™ & ReActivate™ linkage
Banking CX Pulse™ Survey
Tell us about your recent banking experience.
It takes 2–4 minutes. Your honest feedback helps improve customer experience across Nigeria's banks and fintechs.
For your safety, never share your account number, BVN, NIN, PIN, OTP, card details, or passwords. We don't ask for them and they're not needed to rate your bank.
Feedback received
Thank you for helping shape better banking.
Your response has been saved. If it contains sensitive information or moderation flags, it will be reviewed before any public use. Share the survey to strengthen the data — the more responses, the more credible the pulse.
Public CX dashboard
Live Banking CX Pulse
Aggregated public results show approved responses only and protect credibility with sample-size thresholds. Every published score carries its valid-response count (n=).
Industry CX Pulse Score
Weighted index across NPS, CSAT, Ease, Trust & complaint resolution for the current filter.
Institution ranking
Scores hidden below 100 valid responsesNPS by institution
n ≥ 100CSAT by institution
n ≥ 100Mobile app CSAT — store ratings
Google Play & Apple App Store · updated July 2026Public ratings from each institution's official app listing, shown to help customers compare digital experience. Store ratings are third-party context and do not feed the CX Pulse Score.
Top customer pain points
Top customer pleasure points
Channel performance
Response trend
Last 12 monthsPaid intelligence
Go deeper than the public pulse
Subscribing banks and fintechs unlock institution-specific layers the public dashboard never exposes.
Verbatim theme analysis
AI-assisted sentiment & root-cause themes from open comments.
See a sample subscriber view →
Segment & channel breakdown
Scores by retail, SME, corporate, POS & each channel.
Competitor benchmarking
Your institution vs. industry average vs. named peers.
CX Risk Flag
Composite churn-risk signal & early-warning alerts.
Scores are based on voluntary customer feedback received through Banking CX Pulse™ by Skimatik Concepts and are subject to sample-size thresholds, validation rules, and reporting periods. Banking CX Pulse™ is not an official complaint channel of any bank or fintech.
For banks & fintechs
Independent CX intelligence you can act on.
Supplement internal research with an external, always-on view of how customers really rate your institution — and how you compare to the market.
Working together
Ways to go deeper
From the public pulse to in-depth reports and ongoing CX advisory — as deep as you need.
Free Public Pulse
- Public rankings & industry trends
- Top customer pain points
- Monthly social snapshots
Bank Snapshot Report
- Full institution scorecard
- Top 5 pain points & verbatim themes
- Competitor position
- Quick-win recommendations
Monthly CX Intelligence
- Live dashboard & benchmarking
- Segment & channel analysis
- Complaint heatmap
- Monthly executive review
Strategic CX Engagement
- Root-cause analysis & workshops
- Journey redesign
- Closed-loop complaint recovery
- NPS³™ & ReActivate™ linkage
What's inside a report
Board-ready, action-mapped, independent.
Detailed NPS / CSAT / CES / Trust by segment and channel, a pain-point heatmap ranked by frequency and severity, complaint-resolution performance, AI-assisted verbatim themes, competitor benchmarking, a CX Risk Flag, and recommended actions mapped to specific pain points.
Request a sample reportPulse signal → advisory
How platform signals trigger Skimatik engagements.
- Poor complaint resolution
- CX HealthCheck™
- High dormancy / restrictions
- ReActivate™
- Low NPS, high CSAT gap
- NPS³™ linkage
- Low trust across segments
- TrustQ™
- Poor digital channels
- CX TechFit Advisory
Methodology
How Banking CX Pulse scores are calculated.
Transparent formulas for NPS, CSAT, Ease, Trust, Complaint Resolution, and the weighted CX Pulse Score — with sample-size rules that protect credibility.
Scoring logic
NPS equals the percentage of promoters minus the percentage of detractors. Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors.
CSAT is the percentage of satisfied and very satisfied responses. Ease is the percentage of easy and very easy responses. Trust is the percentage of completely-trust and mostly-trust responses.
Complaint Resolution is the percentage of complaint cases marked fully resolved. Partial resolution is tracked separately.
CX Pulse Score
NPS is normalised from its −100…+100 range onto a 0–100 scale. The overall index applies this weighting: NPS 25%, CSAT 25%, Ease 20%, Trust 20%, Complaint Resolution 10%.
Why four metrics, not one
NPS measures advocacy, CSAT captures satisfaction with a specific experience, CES diagnoses friction, and Trust captures institutional confidence — a dimension unique to financial services. Using all four avoids the well-documented gap between reported loyalty and actual customer behaviour.
Public display thresholds
Sample-size policy
Institutions with fewer than 100 valid responses display “Insufficient sample size for public ranking.” This protects against reputational damage from statistically unreliable scores. All published scores show their sample count (n=).
Privacy
Privacy Policy & Survey Consent Notice
Banking CX Pulse™ operates under Nigeria's Data Protection Act (NDPA) 2023.
Banking CX Pulse™ is designed with data minimisation in mind. The survey does not request account numbers, BVN, NIN, PIN, OTP, passwords, full card numbers, CVV, transaction passwords, banking credentials, document uploads, or staff names for public display.
All survey data is collected with explicit informed consent. Optional contact details (name, email, phone) are collected only when a respondent agrees to be contacted, are stored separately from survey responses, and are never shown on the public dashboard or shared with banks without consent.
Comments may be scanned for sensitive terms and patterns. Responses containing possible sensitive data are flagged for admin review before any public use. Respondents may request deletion of their data at any time, and raw responses are retained for 24 months.
Aggregated, anonymised scores may be used for customer experience research, reporting, service-improvement insights, industry benchmarks, and Skimatik advisory conversations.
Data protection responsibilities
Skimatik Concepts is the data controller for all data collected through Banking CX Pulse™ and is accountable under the Nigeria Data Protection Act (NDPA) 2023 for lawful collection, consent, secure storage, retention, and honouring your rights. Our data-protection lead, Benjamin Nwoye, is PrivacyOps Academy Certified (Securiti) in data privacy laws, concepts, and privacy operations. Data-protection queries and requests go to Contact@Skimatikconcepts.com (subject line “Data Protection”) and are acknowledged within 72 hours and resolved within 30 days.
Service providers acting as data processors (database hosting, bot protection, payments, AI comment analysis) process data only on Skimatik's instructions under contract terms; open comments have personal identifiers stripped before any automated analysis.
Subscribing banks and fintechs receive aggregated, anonymised intelligence only. They are never given raw responses, contact details, or another institution's data, and may not attempt to re-identify respondents.
Your rights as a respondent
- Access — ask what data we hold about your submission.
- Correction — have inaccurate contact details corrected.
- Deletion — request removal of your response and contact data at any time.
- Withdraw consent — opt out of follow-up contact at any time, without affecting your submitted rating.
- Complain — escalate to the Nigeria Data Protection Commission (NDPC) if unsatisfied with our response.
If we ever suffer a breach affecting personal data, we will notify the NDPC within 72 hours of becoming aware of it and inform affected respondents where there is likely risk to them.
Terms & disclaimer
Use of Banking CX Pulse™
Banking CX Pulse™ is an independent customer experience feedback platform by Skimatik Concepts. It is a research platform, not an official complaint channel of any bank or fintech, and not a dispute-resolution service.
Responses are voluntary and should reflect genuine recent customer experiences. Respondents must not submit sensitive financial information, defamatory claims, private staff details, or false reports.
Public scores are informational and based on sample-size thresholds, validation rules, moderation, and reporting periods. Skimatik Concepts may approve, reject, hide, aggregate, or exclude responses that appear suspicious or unsafe for publication, and reserves the right to withhold or remove any score pending investigation of suspected manipulation.
Institutions may request deeper analysis, bank-specific scorecards, and advisory support from Skimatik Concepts.
Skimatik admin
Admin login
Skimatik admin · Required setup
Set up two-factor authentication
2FA is mandatory for every admin account. Scan this with an authenticator app (Google Authenticator, Authy, 1Password, etc.), then enter the 6-digit code it shows to finish setup.
Can't scan? Enter this key manually:
—
Skimatik admin · Two-factor login
Enter your verification code
Open your authenticator app and enter the current 6-digit code.
Admin dashboard
Response control centre
Response status
Responses by channel
Recent flagged responses
Admin
Responses
Admin
Institutions
Add a brand-new bank or fintech to the platform below. This does not search the list.
Admin
Monthly reports
Admin
Data requests
For subject-rights requests (access, correction, deletion, consent withdrawal) received via
Contact@Skimatikconcepts.com. Search by the respondent's email or phone number exactly as they gave it
in the survey, confirm the match, then delete. Acknowledge the requester within 72 hours and resolve
within 30 days per docs/backend-scope.html ยง5.
Admin
Settings
Public dashboard thresholds
Below 100 responses: insufficient sample. 100+: public display. 300+: ranking eligible. 500+: verbatim & detailed report eligible.
Moderation terms
Comments are flagged for BVN, PIN, OTP, CVV, password, account-number patterns, long digit sequences, phone numbers, emails, staff-name phrases, and abusive terms.
Local data
This MVP uses local browser storage until a production database is connected.
Audit log
Admin actions, most recent firstAdmin · AI verbatim analysis
Themes & sentiment from open comments
Open comments are stripped of personal identifiers, then scored for sentiment and grouped into root-cause themes. Extreme or ambiguous items stay in the review queue below before any theme counts them.
Top themes & root causes
—Sentiment split
Root-cause categories
Comments in review
Flagged before AI themingPaid portal
Subscriber login
Demo credentials (for this preview only):
cx@gtbank.ng/GTBankCX2026— GTBankinsights@moniepoint.com/MonieCX2026— Moniepointcx@accessbankplc.com/AccessCX2026— Access Bank
A 6-digit code will be requested next as a second factor.
Not a subscriber yet? Create an account or talk to us first.
Paid portal · Two-factor login
Enter your verification code
We sent a 6-digit code to —.
Paid portal
Reset your password
Remembered it? Back to login.
In production this sends a time-limited reset link by email; in this preview it just confirms whether the email is recognised (without revealing a real inbox action).
Paid portal
Verify your email
We sent a 6-digit code to —.
Paid portal
Create a subscriber account
This creates a demo login stored only in your browser for this preview. A verification code confirms your email before the account is active. Already have an account? Log in.
In production, sign-up will require institution verification before the account is activated \u2014 see Stage 5 of the backend scope.
Paid portal · Subscriber view
Verbatim intelligence for your institution
AI-scored themes and sentiment from your own customers' open comments, benchmarked against the industry. Identifiers are stripped before analysis.
Logged in as—
Your top themes
vs. industry averageSample verbatim quotes
Identifiers stripped before analysisPreview only — the real subscriber portal (secure login, per-institution data isolation, and live AI verbatim analysis) is scoped as Stages 5–6 of the backend build.
Paid portal · Billing
Manage your subscription
Institution: —
Invoice history
Most recent firstPayments here are simulated for this preview. Live billing (Paystack/Flutterwave integration, invoices, and renewal handling) is scoped in Stage 5 of the backend build.
← Back to portalPaid portal · Account
Account settings
Signed in as — for —.