The Kenya Bankers Association’s (KBA) customer satisfaction survey has revealed the Co-operative Bank of Kenya as the overall winner.
Almost 33,000 consumers from all KBA member banks were interviewed for the survey.
The announcement was made on March 1, 2023, at a media briefing held at the Sarova Stanley Hotel in Nairobi by the umbrella group of banks. Based on the results of the survey, Co-op Bank was given a certificate of appreciation for providing exceptional customer service.
This honor confirms Co-op Bank’s status as the financial institution providing the most satisfying customer experience in the sector and comes just two weeks after it was also given the “Excellence in Customer Experience in Digital Banking” award at the recent Digibanking event.
Read: KCB Group Ranked As Most Attractive Listed Bank
The annual Customer Satisfaction Survey was launched in 2018 as part of KBA’s initiatives to improve the customer experience in the banking sector. The 2022 study was conducted amid calls for increased support for economic recovery.
The 2022 poll, which received a high response rate, offers valuable insights that will undoubtedly inform policies aimed at expanding financial inclusion for the country’s highly dynamic and diversified banking public through fact-based innovation.
The Co-operative Bank of Kenya also emerged as the overall winner in the 2021 Sustainable Finance Initiative Catalyst Awards convened by the Kenya Bankers Association (KBA), the umbrella body of the banking industry.
Read: Co-op Bank Wins The 2021 Sustainable Finance Initiatives Catalyst Top Award
In the individual categories, Equity Bank Kenya was declared the winner as the Best Bank in Financing Small and Medium-sized Enterprises, Sidian Bank came in second and Co-operative Bank of Kenya emerged third.
In the category assessing bank activities in Financing Commercial Clients, Co-operative Bank of Kenya took first place, ABC Bank took second place, and Equity Bank of Kenya, third place. The banks were recognized for financing commercial clients’ business operations, projects, or investments in a manner that created long-term value leading to growth, efficiency, innovation, and expansions to new markets for the client.
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