As part of its commitment to excellent customer service, the Federal Mortgage Bank of Nigeria (FMBN) has introduced mystery shopping as a strategic tool to improve customer service delivery and enhance customer experience and satisfaction.

The Managing Director/Chief Executive of FMBN, Shehu Usman Osidi, made this known while speaking at the FCT Zonal Meeting of the Bank held on Monday, June 10, 2024 in Minna, Niger State.

He said, “I also want to call your attention to customer service which is a critical part of our core values of customer-centricity. Customers must be treated professionally and courteously. This Management has resolved to employ the mystery shopping strategy to put staff on their toes.”

He informed the participants at the meeting that in accordance with the mystery shopping strategy, the next customer may be a mystery shopper, cautioning that there will be consequences to identified negative and unprofessional conduct from any staff.


Reflecting on the last zonal meeting he superintended over as the Zonal Manager before his elevation as MD/CE, Osidi noted that the meeting was a homecoming for him.

He went on to acknowledge the big burden that comes with his appointment as MD/CE, describing it as onerous and loaded with expectations.

“As a former staff who is assumed to be conversant with issues and challenges facing the Bank, I am expected to hit the ground running and proffer immediate solutions,” he stated.

He however, noted that the solutions cannot be conjured by magic, emphasizing that actions towards providing the solutions must be deliberate, systematic, methodical as well as pragmatic.

Osidi further urged staff and Management of the Bank to always seek common understanding and remain resolute towards moving the Bank forward as a team.

“As a Team, the current Executive Management desires to transform FMBN into an institution that encourages initiatives and innovation; we intend to institute a system that rewards you for outstanding contributions as well as holds you responsible and accountable for decisions you take that impact the institution,” he asserted.

While commending staff of the Bank for the achievements so far, the FMBN Chief Executive intimated them on the performance management contract between the Federal Ministry of Housing & Urban Development and the FMBN on the Presidential Priorities and Deliverables of the Renewed Hope Agenda on housing.

“There are specific targets the Bank must meet in terms of houses constructed and mortgage loans booked across all our products. Accordingly, specific targets would be cascaded down to you to deliver as part of the deliverables.

Osidi added that inability to deliver on the targets would attract appropriate sanctions.

The Zonal Meeting also provided the opportunity for the MD/CE to present the FMBN new Management Team’s 7-Point Agenda earlier disseminated to staff of the Bank during the Bank’s maiden town hall meeting at the Head Office.

While expressing confidence that with collective efforts, the Bank will overcome all challenges and continue making significant strides in providing affordable housing to Nigerians, Osidi encouraged all the staff to remain committed, innovative and focused on taking the Bank to its desired destination.

The MD/CE also conducted a site inspection of various projects undertaken by the Bank in Niger State, including Dinamiks Estate, Minna-Kpakungu Road, and Mountain Estate Minna-Kpakungu Road.