The Co-operative Bank of Kenya emerged as the overall winner of the customer satisfaction survey conducted by the Kenya Bankers Association (KBA.
The survey by KBA revealed that the preference for human interaction in customer service support among bank customers rose in 2022.
However, the preference for automated banking channels grew, rising to 67 per cent in 2022 from 58 per cent in 2021.
The Banking Industry Customer Satisfaction Survey (2022) estimated that 15 per cent of bank clients preferred contact bank services to self-service platforms such as chatbots and the Internet.
This shift aligns with the preference for human-assisted services in 2019, which stood at 16 per cent.
Congratulations! @Coopbankenya @KCBGroup @FamilyBankCare @ABCBankGroup @National_Bank @SidianBank #PrimeBank @CreditBankPLC @StanChartKE on your recognition for Customer Service excellence. #KBACXSurvey pic.twitter.com/udGQiQToYE
— Kenya Bankers Association (KBA) (@KenyaBankers) March 1, 2023
Speaking during the survey’s release, KBA Chief Executive Habil Olaka emphasised the need to institute measures meant to ensure independent access to financial services for Persons with Disabilities.
“Over 30 banks are in the course of implementing a harmonised banking industry accessibility roadmap that seeks to address accessibility challenges,” he said.
According to the survey, in the Tier I category, Co-operative Bank maintained the top position, followed by KCB Bank and Standard Chartered Bank in position three.
WINNERS! The Co-op Bank duo of Head of Digital Payment Services Chris Cheruiyot and the Head of Customer Experience Rose Nyamweya receive the certificate of Overall Winner of the Customer Satisfaction awards of the Kenya Bankers’ Association (KBA)
1/2 pic.twitter.com/2h2YBYkgGt
— Co-op Bank Kenya (@Coopbankenya) March 1, 2023
We are glad to have been named 3rd overall in driving customer experience & 2nd overall among Tier -1 Banks, by the @KenyaBankers, at the release of the 2022 Customer Satisfaction Survey. This is a true testament to our continued efforts to enhance our customer experience as KCB. pic.twitter.com/UR7R2vGcYy
— KCB Group (@KCBGroup) March 1, 2023
Family Bank emerged best in the Tier II category, with National Bank and Prime Bank taking the second and third positions, respectively.
“Channels leveraging on technology emerged to be the most preferred banking channels with mobile banking emerging top with 67.8%,” said Family Bank Chief Operations Officer John Ndugi.
“This trend continues to be our main key focus as a Bank because our aggressive 5-year strategic plan is pegged on digitally leading the bank to tier 1 status while offering exceptional customer experience.”
We keep winning because of you. Asante Family for the vote of confidence. This is a true testament of our commitment in serving you exceptionally well. Thank you #FuzuNaFamily #KBACXSurvey2022 pic.twitter.com/UpjbiEGVnT
— Family Bank Limited (@FamilyBankKenya) March 1, 2023
ABC Bank topped in the Tier III category, while Sidian and Credit Bank took the second and third positions, respectively.
@ABCBankGroup bagged 1st place among Tier 3 Banks at the 2022 Customer Satisfaction Survey 🥳
Asanteni sana our esteemed customers. To even better service this year!@KenyaBankers#Wednesdayvibe#customerexperience#AmazinglyBetterChoice pic.twitter.com/bgYWASpoc4
— ABC THE BANK (@ABCBankGroup) March 1, 2023
The 2022 Banking Industry Customer Satisfaction Survey obtained 33,801 responses compared to 29,791 responses received in the 2021 Survey.
This is an annual survey conducted online using the Survey Monkey survey tool.