Independent financial-services CX benchmark
How is your financial institution really treating you?
Financial Services 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 financial-services ecosystem.
2–4 minute survey · No BVN, PIN, or account numbers · NDPA-aligned consent
Platform scope
Financial Services CX Pulse™ covers five financial-services peer categories.
Financial Services CX Pulse™ is Skimatik Concepts’ public customer-experience intelligence platform for understanding how customers experience financial institutions across distinct peer categories.
- Commercial Banks
- Fintechs & PSBs
- Microfinance Banks
- Pension Fund Administrators
- Cross-Border Fintechs & Multi-Currency Neobanks
Why it exists
Customer experience data is scattered. The market needs a neutral pulse.
Financial-services institutions hear from customers through internal surveys, app reviews, social media, and informal complaints — each limited in speed, independence, and action. Financial Services CX Pulse converts those scattered experiences into structured, credible, sample-aware intelligence: always-on where reports are periodic, independent where internal views 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 institution scores you every day.
Now it’s your turn to score them.
Two minutes of honest feedback becomes a public signal financial-services institutions 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 peer institutions perform — so you choose on evidence, not adverts.
For institutions
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 experience drivers
- Monthly social snapshots
Institution Snapshot Report
- One institution's full scorecard
- Top 5 drivers & verbatim themes
- Peer 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
Financial Services CX Pulse™ Survey
Tell us about your recent financial-services experience.
It takes 2–4 minutes. Your honest feedback helps improve customer experience across Nigeria's financial-services ecosystem.
For your safety, never share your account number, BVN, NIN, RSA PIN, PIN, OTP, card details, or passwords. We don't ask for them and they're not needed to rate an institution.
Feedback received
Thank you for helping shape better financial services.
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 Financial Services CX Pulse
Aggregated results include approved responses only and apply minimum sample-size thresholds before scores are published. Every published score displays its valid-response count (n=).
Institutions are only directly comparable within the same peer category — different journeys, service models, channels, customer expectations, and touchpoints make cross-category NPS/CSAT comparison invalid. "All institutions" is provided for reference only and never assigns a rank.
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
Public 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.
App review themes by store
Google Play and Apple App Store review themes are kept separate because Android and iOS users can report different experience patterns. Store review themes do not feed the Financial Services 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 institutions 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 Financial Services CX Pulse™ by Skimatik Concepts and are subject to sample-size thresholds, validation rules, peer-category comparison, and reporting periods. Financial Services CX Pulse™ is not an official complaint channel of any institution.
For institutions
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 experience drivers
- Monthly social snapshots
Institution Snapshot Report
- Full institution scorecard
- Top 5 drivers & verbatim themes
- Peer 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 / Resolution by relationship type and channel, category-specific driver ratings, complaint-resolution performance, AI-assisted verbatim themes, peer benchmarking, a CX Risk Flag, and recommended actions mapped to specific drivers.
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 Financial Services 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%.
Peer-category principle
Financial Services CX Pulse™ groups institutions into comparable peer cohorts: Commercial Banks, Fintechs & PSBs, Microfinance Banks, Pension Fund Administrators, and Cross-Border Fintechs & Multi-Currency Neobanks. Rankings and category averages are calculated within each cohort rather than across fundamentally different financial-services models. "All institutions" is exploratory reference data only and does not create an overall best-in-market ranking.
Standardise the outcomes. Adapt the experience drivers. Every category keeps the same five outcome measures, while relationship/use-case options and diagnostic dimensions adapt to the institution being rated.
Why five metrics, not one
NPS measures advocacy, CSAT captures satisfaction with a specific experience, CES diagnoses friction, TrustQ captures institutional confidence, and Resolution tracks whether a recent issue was handled. Using all five 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
Financial Services CX Pulse™ operates under Nigeria's Data Protection Act (NDPA) 2023.
Financial Services CX Pulse™ is designed with data minimisation in mind. The survey does not request account numbers, BVN, NIN, RSA PIN, PIN, OTP, passwords, full card numbers, CVV, transaction passwords, banking credentials, document uploads, pension statements, or staff names for public display.
All survey data is collected with explicit informed consent. The survey is anonymous — it does not collect your name, email address, or phone number.
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 anonymous response using the response reference shown after submission, 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 Financial Services 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@skimatik.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.
Google reCAPTCHA. To protect this survey from automated abuse, we use reCAPTCHA v3, a bot-detection service provided by Google LLC and its affiliates (“Google”), acting as a third-party processor for this purpose. reCAPTCHA loads only when you submit the survey, after you have given consent. To distinguish humans from bots it collects technical information about your device and interaction — including your IP address, browser and device characteristics, and usage signals — and sends it to Google for analysis. This involves transferring your data outside Nigeria to Google (including to the United States). We rely on appropriate safeguards under the NDPA's cross-border-transfer provisions — specifically Google's data-processing terms incorporating Standard Contractual Clauses — as the lawful basis for that transfer. Google's use of this information is governed by its Privacy Policy and Terms of Service.
Subscribing institutions 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 — ask us to correct inaccurate data linked to your submission, where identifiable.
- Deletion / withdraw consent — ask us to delete your submitted response at any time using your response reference. Since the survey is anonymous and does not collect name, email, or phone number, we usually cannot locate an individual response without that reference.
- 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 they can reasonably be identified and there is likely risk to them.
Terms & disclaimer
Use of Financial Services CX Pulse™
Financial Services CX Pulse™ is an independent customer experience feedback platform by Skimatik Concepts. It is a research platform, not an official complaint channel of any institution, 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, institution-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 financial-services institution 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@skimatik.com. Current survey responses are anonymous and do not collect respondent name, email, or phone number. Locate a response only with the response reference shown after submission; without that reference, an individual anonymous response usually cannot be identified reliably. Acknowledge the requester within 72 hours and resolve within 30 days.
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.
Data administration
Manage institution data, survey records, data-request handling, moderation configuration, exports, and the administrative audit log for Financial Services CX Pulse.
Subscriber provisioning
Auth user must already existCreate or invite the user in Supabase Auth first, then paste their UUID here. The database enforces organization membership and institution-scoped access.
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
Live subscriber access is provisioned by Skimatik Admin.
Use the work email attached to your organisation workspace. Local demo accounts can be created only in review builds and never imply a real client relationship.
Need live subscriber access? Talk to us.
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.
Subscriber password resets use time-limited email links and do not reveal whether a mailbox is recognised.
Paid portal
Verify your email
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Paid portal
Create a local demo account
Demo account creation is local/review-only. Live subscriber access is provisioned after institution verification. Already have an account? Log in.
No live institution, pilot, partnership, endorsement, or customer relationship is created or implied.
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—
AI executive summary
Entitled users onlyCategory benchmark
Own institution vs categoryExperience drivers
Lowest average firstRolling trend
12 monthsPulse pleasure and pain themes
First-party survey verbatimsSample redacted comments
Limited evidence onlyApp intelligence
Third-party store contextReports
Exports and evidence trailDemonstration environment — sample data only. No customer relationship is implied. Live client workspaces use secure account provisioning, institution-scoped access, and verified data isolation.
Paid portal · Billing
Manage your subscription
Institution: —
Invoice history
Most recent firstManual invoice billing is supported for enterprise procurement. Card/gateway billing requires provider credentials, webhook verification, and idempotent event handling before activation.
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Account settings
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