Co-operative Bank of Kenya has been named as the overall winner of the Banking Industry Customer Satisfaction Survey conducted by the Kenya Bankers’ Association (KBA).
The lender also topped in the Tier One Bank Category, marking the second consecutive win having also won the overall title for the year 2022.
“Co-op Bank will continue to invest substantial resources in building the teams, the tools and the technologies to deliver a fulfilling customer experience across all our service channels,” Co-op Bank Group Managing Director and CEO, Dr Gideon Muriuki, said.
The survey, started in 2018 by KBA to help enhance customer experience in the banking industry, established that the level of bank clients with two bank accounts stood at 53 percent with the proportion of holders of 2 to 3 and 4 to 5 bank accounts representing 8.2 percent and 1.2 percent respectively.
Preference of digital and mobile banking channels to bank branch visits also grew during the period under review, with predilection for mobile banking rising to 69.9 percent from 67. 8 percent in 2022.
In the survey, Family Bank was voted the best tier two bank, with National Bank and Prime Bank taking the second and third positions respectively. ABC Bank topped in the Tier III category while Sidian and HFC Bank took the second and third positions respectively.
“I urge banks to sustain investments in the digital space…alto has helped this including internet penetration, availability of affordable quality gadgets,” said Habil Olaka – CEO, KBA.
“Digital banking channels have enabled us reach out effectively to customers……we are addressing issues quickly and faster, but that doesn’t mean we don’t value physical branches, they still play a role,” stated Rita Mureithi – Customer Experience Manager, Sidian Bank.
