Top Customer Experience Ratings for Co-op, NCBA, and Family Bank in KBA Survey
In the latest customer experience survey conducted by the Kenya Bankers Association (KBA), Co-operative Bank of Kenya, NCBA, and Family Bank emerged as the top performers among the country’s 39 commercial banks. The annual survey, designed to assess the quality of service provided to customers, revealed Co-op Bank as the overall winner, followed by NCBA and Family Bank, respectively.
Within the tier-one lenders category, Co-op Bank secured the top position, with NCBA and KCB Bank following closely. Meanwhile, Family Bank claimed the lead for tier-two lenders in terms of customer service, with National Bank of Kenya and Prime Bank securing second and third places, respectively.
ABC Bank took the top spot among tier-three lenders, with Sidian Bank in second place and HF Group in third place. The results demonstrated a significantly positive perception of customer experience, with 96.9 percent of respondents rating their experiences with their banks above three.
Despite recent social media complaints regarding poor services offered by various banks, the survey showcased a high level of satisfaction among respondents. Almost half of them, 49.7 percent, gave their main banks the highest rating of five, while 37.2 percent rated their experience at four. Only 10 percent rated their customer experience at three.
The 2023 banking industry customer satisfaction survey garnered 30,608 responses, slightly fewer than the 33,801 responses received in the 2022 survey. Conducted online, the survey reflects a collaborative effort between KBA and the KBA Customer Service Working Group, comprising members from the banking sector.
Habil Olaka, the CEO of KBA, emphasized that customer feedback highlights the need for banks to enhance services for individuals living with disabilities. He stated, “Today, satisfactory customer experience is increasingly demanding an understanding of customers’ needs from their individual perspectives and needs.” Despite challenges, the survey results underscore the positive outlook customers have towards their banking experiences in Kenya.
