The Co-operative Bank of Kenya (Co-op Bank) has emerged the Overall Winner of the Customer Satisfaction Survey conducted by the Kenya Bankers’ Association (KBA).
The survey was conducted by interviewing over 33,000 customers of all member banks of KBA. The results of this survey were released today 1st March 2023 at a media briefing hosted by KBA at the Sarova Stanley Hotel in Nairobi, where Co-op Bank was presented with a certificate of recognition for excelling in customer service based on the survey’s findings.
This award comes only two weeks after Co-op Bank was also recognised with the “Excellence in Customer Experience in Digital Banking” award at the Digibanking Event held recently, and re-affirms its position as the financial institution offering the most fulfilling customer experience in the industry.
The annual Customer Satisfaction Survey was initiated in 2018 as part of efforts spearheaded by KBA towards enhancing customer experience in banking.
The 2022 survey was conducted amid clamour for enhanced support towards economic recovery. Although the impact of COVID-19 on the economy had abated significantly in the year under review, the pandemic’s adverse effects continued to linger on in the economy, necessitating individual and collective strategies towards maintaining high product and service standards.
With its high response rate, the 2022 survey provides invaluable insights that will undoubtedly inform policies towards enhancing financial inclusion for the country’s highly dynamic and diverse banking public through fact-based innovation.