The Management of the Federal Mortgage Bank of Nigeria (FMBN) has reaffirmed its commitment to prioritizing customer-centricity in its operations by delivering exceptional customer service.

Speaking at the Kaduna Zonal Meeting held on Tuesday, July 2, 2024, at the Kaduna Zonal Office, the Managing Director/CEO of the Bank, Shehu Usman Osidi, emphasized the importance of customer satisfaction in achieving the Bank’s goals.

Osidi reiterated the importance of customer service and professionalism, announcing that the management will employ mystery shopping strategies to ensure that staff adhere to the highest standards of conduct.

He said, “Customers must be treated professionally and courteously. This Management has resolved to employ the mystery shopping strategy to put staff on their toes.”

“Accordingly, be conscious that your next customer may be a mystery shopper. Any staff caught exhibiting negative and unprofessional conduct will be severely dealt with,” he added.

Osidi further asserted that achieving exceptional customer service requires a collective effort from all staff members, and urged staff of the Bank to embrace a customer-focused approach, stressing that customer satisfaction is crucial to the Bank’s success.

“Our customers’ satisfaction is paramount. We must ensure they have a positive experience at every touchpoint with our Bank,” he noted.


The MD/CE also intimated the staff 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.

He explained that there are specific targets for the Bank to meet in terms of houses constructed and mortgage loans booked across all of the Bank’s products.

He therefore announced that specific targets would be cascaded down to staff to deliver as part of the deliverables, warning that inability to deliver on the targets would attract appropriate sanctions.

The Zonal meeting was preceded by a town hall meeting presided over by the MD/CE and attended by the Special Assistant to the MD/CE, Mr. Kareem Ibrahim Ajibola, the Special Assistant (Technical) Mr. Abubakar Mohammed, the Group Head (Corporate Communications), Dr J. M Onyabe, staff of Kaduna Zonal and Branch offices, staff of the Bank undergoing training in Kaduna and staff of the FMBN Training School.

During the town hall meeting, the MD encouraged the staff to value integrity, maintain professionalism and avoid engaging in actions that can negatively affect the Bank. “We should always behave like a Bank,” he said. He also advised staff to think outside the box, explaining that global solutions being celebrated today were borne out of ideas that sounded impractical at the time of conception.