Why NorthQuest Finance says trust will define the next decade of Nigerian fintech

Nigeria’s fintech industry has spent the last decade changing how millions of people move, save and invest money.

From instant transfers to digital savings and investment platforms, financial technology has made access to financial services easier for a growing number of Nigerians.

But as the industry expands and more companies compete for customers, NorthQuest Finance believes the next phase of growth may be defined by something more difficult to build than technology: trust.

According to the company, the fintech businesses that survive the next decade may not necessarily be those with the biggest marketing budgets or the most attractive apps, but those that are able to consistently earn the confidence of customers.

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“Everybody in this industry can build an app,” said Jerry Ehanmo, Director at NorthQuest Finance.
“The more difficult thing is building a business that people are comfortable trusting with their money over a long period of time.

That is what will separate the companies that are here today from those that will still be here years from now.”

The issue of trust has become increasingly important in Nigeria’s digital finance space, where customers have experienced everything from failed investment schemes and delayed withdrawals to service disruptions and concerns around the safety of personal information.

These experiences have also created a more cautious customer.

For many Nigerians, downloading a financial app is no longer simply about convenience or the promise of attractive returns.

Questions around who operates the platform, how funds are managed and what happens when a customer needs access to their money are becoming increasingly important.

Chukwuka Obike, Chief Operating Officer at NorthQuest, said this shift is changing the way financial companies need to think about growth.

“In financial services, trust is not something you create through advertising alone,” Obike said.

“It comes from what happens after the customer entrust their money with you.

Can they access it when they need to? Do they understand how the product works? And when there is a problem, are you available to explain and resolve it?”

The Nigerian fintech industry has grown rapidly over the last decade, attracting investment and creating new alternatives to traditional banking and financial services. However, rapid growth has also brought increased scrutiny from customers and regulators.

The Central Bank of Nigeria and other regulators have continued to strengthen oversight across different parts of the financial services sector, while the growing focus on data protection has also placed greater responsibility on companies handling customers’ personal and financial information.

For NorthQuest, these developments reflect a broader change in the market.

Ehanmo said Nigerian consumers are becoming more aware of the importance of dealing with financial institutions and platforms that can be identified, understood and held accountable.

“Customers are asking more questions now, and rightly so,” he said.

“People want to know who they are dealing with and what protections exist around their money. The industry is becoming more mature, and companies have to recognise that.”

This changing attitude could reshape competition in the sector.

For years, many fintech companies have focused heavily on user acquisition, using promotions, incentives and aggressive marketing to attract customers.

But retaining those customers may increasingly depend on whether companies can consistently deliver on the promises they make.

Obike said NorthQuest has chosen to place more emphasis on building systems and processes that can support sustainable growth rather than simply pursuing rapid expansion.

“There is always pressure to grow quickly, especially in technology,” he said.

“But when you are dealing with people’s money, you have to be careful that your growth does not move faster than your ability to serve customers properly.

Once customers begin to feel that a company cannot handle their money or resolve their concerns, rebuilding that confidence becomes very difficult.”

That approach is based on the belief that financial companies are judged most strongly when something goes wrong.

A platform can attract customers with convenience, competitive returns or new features, but a delayed withdrawal, unresolved complaint or prolonged service disruption can quickly damage years of brand building.

“Trust is really tested during difficult moments,” Obike said.

“It is easy to say you are reliable when everything is working perfectly. The real question is how the company responds when there is an issue.”

For Ehanmo, the challenge for companies such as NorthQuest goes beyond competing with other fintech platforms.

“A new customer does not always come to you with a completely open mind,” he said. “Sometimes, you are dealing with their experience with another platform that may have disappointed them.

In that sense, every company operating in this space is also dealing with the consequences of the failures that customers have experienced elsewhere.”

As Nigeria’s fintech sector continues to grow, the competition for customers is unlikely to slow down.

Companies will continue to introduce new products, improve user experience and search for ways to make financial services faster and more accessible.

But NorthQuest believes technology alone will not determine which companies build lasting relationships with customers.

For the company, lasting financial progress depends on more than access to financial products.

It requires customers to have confidence in the institution, understand the choices available to them and trust that their financial goals are being supported over time. .

For the company, the next decade will be shaped by a simpler question: when Nigerians choose to place their money with a financial platform, which companies have given them enough reason to believe it is safe to stay?

“People may come because of a feature, a promotion or a particular product,” Ehanmo said. “But they stay because of confidence.

In financial services, that confidence is everything.
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