Susan Abayomi
Polaris Bank has reaffirmed its commitment to delivering exceptional customer experiences as it joins organisations globally to mark the 2026 Customer Service Week from October 5 to 9.
The celebration, themed “The Extra Mile,” underscores the Bank’s continued focus on placing customers at the centre of its operations while strengthening service delivery across its various channels.
Over the years, Polaris Bank has used Customer Service Week as an opportunity to appreciate its customers and recognise employees who demonstrate outstanding commitment to service excellence.
The Bank’s annual celebrations have featured themes reflecting different aspects of its service culture. In 2020, the theme, “Dream Team,” recognised employees’ collective efforts in sustaining service delivery during a challenging period. The 2021 and 2022 celebrations focused on service excellence, customer appreciation and value creation, while “Team Service” in 2023 highlighted the importance of collaboration in delivering seamless customer experiences.
The 2024 celebration further emphasised service excellence and customer engagement, while the 2025 theme, “Mission: Possible,” highlighted employees’ ability to overcome challenges and deliver positive experiences for customers.
Polaris Bank’s customer-focused approach has also received external recognition. In the 2022 KPMG Customer Experience Survey, the Bank was reported as the most improved bank in the retail segment, moving five places to sixth position. The recognition reflected efforts to enhance the quality and consistency of customer interactions.
Speaking ahead of this year’s celebration, the Managing Director/Chief Executive Officer of Polaris Bank, Kayode Lawal, said customers remain central to the Bank’s growth and continued development.
“Customers are at the heart of everything we do. Their feedback, trust and partnership challenge us to keep improving and delivering value every day. Customer Service Week is an opportunity to recognise that relationship and remind ourselves that great service must go beyond expectation,” he said.
The 2026 theme, “The Extra Mile,” reflects the changing expectations of banking customers and the need for service providers to respond with greater speed, empathy and efficiency.
According to the Bank, going the extra mile could involve listening more attentively to customers, resolving complaints promptly, providing clearer information, simplifying processes, anticipating customer needs and demonstrating empathy in critical moments.
Polaris Bank said the commitment extends across its physical and digital platforms, including its branch network, contact centre and digital banking platform, VULTe, as it continues to work towards providing customers with a consistent and responsive experience.
As part of the 2026 celebration, the Bank plans to engage customers and recognise service champions through activities across its branches, digital platforms and other customer touchpoints. It will also use the occasion to gather customer feedback and strengthen the link between customer insights and continuous service improvement.
As Customer Service Week approaches, Polaris Bank said it remains focused on making exceptional customer service an everyday responsibility rather than an annual celebration.
The Bank added that every customer interaction presents an opportunity to listen, respond effectively, demonstrate genuine care and create greater value.
