Onome Amuge
PalmPay, one of Nigeria’s fastest-growing fintech and neobank platforms, deepened its commitment to customer trust and engagement as it joined the global observance of Customer Service Week 2025 under the theme “Mission: Possible.”
In an increasingly competitive digital banking sector, PalmPay is leveraging the celebration to spotlight what it calls its “human-centered approach” to financial technology, one that blends digital convenience with personal empathy. As part of the week-long activities, the firm offered free health checks to customers visiting its Customer Experience Office in Ikeja, Lagos, underscoring its belief that service excellence extends beyond transactions.
“At PalmPay, our mission is to ensure that every customer receives professional, timely, and responsive support at all times. Customer Service Week gives us an opportunity to celebrate our dedicated agents who go above and beyond daily to deliver seamless 24/7 assistance across all touchpoints — whether online, over the phone, or via in-app chats,” ,” said Yetunde Abubakar, customer service team lead at PalmPay. “
The initiative is considered a broader shift among Nigerian fintechs towards emotional connection and service personalisation as differentiators in a saturated market. With over 35 million active users, PalmPay has emerged as a benchmark for user-focused innovation, helping millions of Nigerians manage payments, savings, and rewards through its mobile platform.
The company’s customer-first strategy has not gone unnoticed. In 2025, PalmPay was named Consumer Friendly Business of the Year by the Lagos State Consumer Protection Agency (LASCOPA) and earned recognition in the 2024 KPMG West Africa Banking Industry Customer Experience Survey, where it outperformed several traditional banks on responsiveness and reliability.
By investing in staff motivation and user well-being, PalmPay is seen championing its intent to build a financial ecosystem anchored on trust, empathy, and accessibility, values that continue to define the fintech’s rise in Nigeria’s evolving digital economy.
