The Managing Director/CEO of Polaris Bank, Kayode Lawal, has promised continuous service improvement and value delivery to customers. This commitment comes as the financial institution prepares to join organisations globally to celebrate the 2026 Customer Service Week from 5 to 9 October. The theme for this year’s celebration is “The Extra Mile,” which represents the bank’s longstanding commitment to putting customers at the heart of its business.
According to a press statement from Polaris Bank, the Customer Service Week is an opportunity for the bank to appreciate its customers and recognise employees who consistently demonstrate exceptional service. The bank uses this annual event to reinforce customer-centricity across the organisation. The lender has a history of emphasising customer service, with past themes including “Dream Team” in 2020, “Team Service” in 2023, and “Mission: Possible” in 2025.
Polaris Bank has made significant strides in improving its customer service. In the 2022 KPMG Customer Experience Survey, the bank emerged as the most improved bank in the retail segment, climbing five places to sixth position. This external validation reflects the bank’s efforts to elevate the quality of its customers’ banking experience. The bank’s service culture has evolved over the years, with a focus on overcoming challenges to deliver superior experiences.
Speaking ahead of this year’s Customer Service Week, Lawal reaffirmed the central role of customers in driving the bank’s growth. He stated that customers are at the heart of everything the bank does, and their feedback, trust, and partnership challenge the bank to keep improving and delivering value every day. The bank’s commitment to exceptional service extends across its physical branches, contact centres, and digital channels.
The 2026 theme, “The Extra Mile,” reflects the evolving expectations of today’s banking customers. These expectations include faster issue resolution, clearer communication, simplified processes, and proactive service. Polaris Bank has lined up activities for the Customer Service Week, including customer engagement initiatives and the recognition of internal service champions across its platforms.
The bank’s objective is to make exceptional service an everyday operational standard rather than a once-a-year celebration. To achieve this, Polaris Bank will reinforce its commitment to customer-centricity across all its channels. The bank’s digital channels, such as VULTe, will also play a significant role in delivering exceptional service to customers.
As the 2026 Customer Service Week approaches, Polaris Bank is set to demonstrate its commitment to exceptional service. The bank’s Managing Director/CEO, Kayode Lawal, has reaffirmed the bank’s pledge to continuous service improvement and value delivery to customers. With its customer-centric approach, Polaris Bank aims to exceed customer expectations and solidify its position in the banking industry.
Key points
- Polaris Bank MD Kayode Lawal pledges service improvement and value delivery to customers ahead of 2026 Customer Service Week.
- The bank’s theme for 2026 Customer Service Week is “The Extra Mile,” reflecting its commitment to customer-centricity.
- Polaris Bank emerged as the most improved bank in the retail segment in the 2022 KPMG Customer Experience Survey.
