Customer-First Banking: Polaris Bank MD Kayode Lawal Reaffirms Growth and Value Commitment Ahead of 2026 Customer Service Week
Polaris Bank is gearing up for the global 2026 Customer Service Week (October 5–9), framing this year's celebration around the theme “The Extra Mile.”
Ahead of the event, Managing Director and CEO Kayode Lawal reiterated the financial institution’s dedication to accelerating service quality, expanding digital capabilities, and refining customer satisfaction across all touchpoints.
“Customers are at the heart of everything we do. Their feedback, trust, and partnership challenge us to keep improving and delivering value every day,” Lawal stated. “Customer Service Week is an opportunity to recognise that relationship and remind ourselves that great service must go beyond expectation.”
- Beyond Annual Celebrations: Polaris Bank positions the week-long initiative not merely as a calendar event, but as an operational benchmark to recognize outstanding staff and continually refine banking standards.
- Modern Expectations: The bank’s 2026 initiative targets four crucial operational pillars: faster issue resolution, clearer communication, simplified processes, and proactive engagement.
- Omnichannel Drive: Performance enhancements span physical branches, contact centers, and digital platforms, including the flagship VULTe digital banking app.
- Service Culture Evolution: The 2026 theme builds on historical milestones, following previous internal directives such as “Dream Team” (2020), “Team Service” (2023), and “Mission: Possible” (2025).
Polaris Bank's focus on service delivery is backed by notable industry benchmarks. In the 2022 KPMG Customer Experience Survey, the bank was named the most improved retail bank in Nigeria after climbing five spots to rank 6th overall.
The upcoming Customer Service Week will feature cross-platform customer engagement initiatives alongside internal recognition schemes to reward frontline staff who exemplify the bank's core customer-first ethos.
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