Co-op Bank named overall winner in 2022 customer satisfaction survey

Thursday, March 2nd, 2023 01:00 | By
Co-op Bank 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) from the Communications and Public Affairs Director of KBA Fidelis Muia. PHOTO/Courtesy

Co-operative Bank of Kenya has emerged the Overall Winner of the Customer Satisfaction Survey conducted by Kenya Bankers Association (KBA), followed by Family Bank and KCB Bank respectively.

The survey by KBA revealed that the preference for human interaction in customer service support among bank customers rose in 2022, reversing an automation trend that followed the outbreak of COVID-19 in the year 2020. 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 move shift aligns with the preference for human-assisted services in 2019, which stood at 16 per cent. Speaking during the survey’s release, KBA Chief executive Habil Olaka emphasized 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.

Family Bank emerged best in the Tier II category with National Bank and Prime Bank taking the second and third positions respectively. ABC Bank topped in the Tier III category while Sidian and Credit Bank took the second and third positions, respectively.

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