Polaris Bank to Take Customer Service ‘The Extra Mile’ in 2026 Celebration
Polaris Bank has announced plans to deepen its focus on customer experience as it joins organisations around the world to celebrate the 2026 Customer Service Week from October 5 to 9.
The celebration, themed “The Extra Mile”, is expected to feature a range of activities across the bank’s branches, digital platforms, contact centre and other customer touchpoints as the financial institution seeks to reinforce its commitment to service excellence.
The bank said the theme reflects its continuing efforts to place customers at the centre of its operations while responding to changing expectations in the banking industry.
According to Polaris Bank, going the extra mile in customer service goes beyond simply meeting customers’ immediate needs, stressing that it involves listening more closely, resolving complaints and enquiries promptly, providing clearer information, simplifying processes and demonstrating empathy when customers require assistance.
The bank said its Customer Service Week celebrations have over the years provided an opportunity to appreciate customers while also recognising employees who demonstrate exceptional service.
It added that the annual event has also been used to reinforce customer-centricity among employees and encourage a culture in which quality service becomes part of everyday banking operations.
Polaris Bank traced the evolution of its Customer Service Week celebrations to 2020, when it adopted the theme “Dream Team” to recognise the collective efforts of employees in sustaining service delivery during a particularly challenging period.
The 2021 celebration continued the focus on service excellence and customer appreciation, while the 2022 edition emphasised the importance of customer relationships and delivering value.
In 2023, the bank adopted “Team Service”, highlighting collaboration among employees as an important component of delivering seamless customer experiences.
The 2024 celebration further strengthened the focus on service excellence and customer engagement, while the 2025 theme, “Mission: Possible”, underscored the ability of employees to overcome challenges and deliver what the bank described as exceptional customer experiences.
The bank said its efforts to improve customer experience had also received external recognition, citing the 2022 KPMG Customer Experience Survey, in which Polaris Bank was reported as the most improved bank in the retail segment.
According to the bank, the survey placed it sixth in the retail segment, representing an improvement of five positions and reflecting its efforts to improve the quality and consistency of interactions with customers.
Speaking ahead of the 2026 celebration, the Managing Director/Chief Executive Officer of Polaris Bank, Kayode Lawal, said customers remained central to the bank’s growth strategy.
“Customers are at the heart of everything we do. Their feedback, trust and partnership challenge us to keep improving and delivering value every day,” Lawal said.
He added that Customer Service Week provided an opportunity for the bank to recognise its relationship with customers while encouraging employees to move beyond conventional expectations in delivering services.
“Customer Service Week is an opportunity to recognise that relationship and remind ourselves that great service must go beyond expectation,” he said.
The bank said the 2026 theme was particularly relevant as customers increasingly expect faster, simpler and more responsive banking services across both physical and digital channels.
It said the commitment to going the extra mile would therefore extend across its branch and business network, contact centre and digital banking platforms, including VULTe.
Polaris Bank said it was working towards ensuring that customers receive a consistent and responsive experience irrespective of the channel through which they interact with the bank.
The financial institution is also expected to use the week-long celebration to engage customers directly, recognise employees described as service champions and encourage feedback that could be used to improve its services.
The bank said customer feedback would remain an important component of its efforts to identify areas requiring improvement and strengthen the connection between customer expectations and service delivery.
It maintained that the objective was to ensure that customer service did not become a once-a-year activity associated only with Customer Service Week, but remained an everyday responsibility across the organisation.
“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 said.
It added that every interaction with a customer represented an opportunity to listen better, respond faster, demonstrate genuine care and create greater value.
For the bank, “The Extra Mile” is therefore intended not merely as the theme for the 2026 Customer Service Week, but as a broader commitment to improving the quality of every customer interaction across its banking channels.
