Polaris Bank Takes Customer Service To “The Extra Mile”

Polaris Bank is set to join organisations around the world in celebrating the 2026 Customer Service Week, holding from October 5 to 9, under the theme, “The Extra Mile.”

For Polaris Bank, the theme represents a continuation of its longstanding commitment to putting customers at the heart of its business and continually improving the quality of their banking experience.

Over the years, the Bank has used Customer Service Week not only to appreciate its customers, but also to recognise employees who consistently demonstrate exceptional service and reinforce the importance of customer-centricity across the organisation.

The Bank’s Customer Service Week celebrations have evolved over the years, reflecting different dimensions of its service culture.

In 2020, the Bank celebrated under the theme “Dream Team,” recognising the collective efforts of its employees in sustaining service delivery during a particularly challenging period.

The 2021 celebration continued the focus on service excellence and customer appreciation, while 2022 reinforced the Bank’s commitment to customers and the importance of delivering value through meaningful relationships.

In 2023, the theme “Team Service” highlighted the role of collaboration in delivering seamless customer experiences.

The 2024 celebration further strengthened the focus on service excellence and customer engagement, while 2025, themed “Mission: Possible,” emphasised the ability of employees to overcome challenges and deliver exceptional experiences for customers.

This continued focus on customer experience has also received external recognition and validation.

In the 2022 KPMG Customer Experience Survey, Polaris Bank was reported as the most improved bank in the retail segment, moving five places to sixth position.

The recognition reflected the Bank’s ongoing efforts to improve the quality and consistency of customer interactions.

Speaking ahead of this year’s celebration, the Managing Director/CEO of Polaris Bank, Mr. Kayode Lawal, reaffirmed the importance of customers to the Bank’s continued growth.

“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,” speaks directly to the evolving expectations of today’s banking customers. Going the extra mile can mean listening more closely, resolving an issue faster, providing clearer information, anticipating a customer’s needs, simplifying a process or showing genuine empathy when it matters most.

For Polaris Bank, this commitment extends across its physical and digital touchpoints, including its branch and business network, contact centre and digital banking platforms such as VULTe.

The Bank continues to focus on creating a consistent and responsive experience, regardless of where or how customers choose to engage.

As part of this year’s celebration, Polaris Bank will engage customers and recognise service champions through a series of activities across its branches, digital channels and other customer touchpoints.

The Bank will also use the occasion to encourage customer feedback and strengthen the connection between customer insights and continuous service improvement.

As Customer Service Week 2026 approaches, Polaris Bank remains committed to making exceptional service an everyday practice rather than a once-a-year celebration.

The Bank believes that every interaction presents an opportunity to listen better, respond faster, show genuine care and create greater value for its customers.

For Polaris Bank, “The Extra Mile” is more than a Customer Service Week theme; it is a commitment to making every customer interaction count.