The Co-operative Bank of Kenya (Co-op Bank) has achieved the highest recognition in the Customer Satisfaction Survey conducted by the Kenya Bankers’ Association (KBA).
The survey, involving over 33,000 customers from all member banks of KBA, sought to gauge the satisfaction levels among banking customers.
Award Presentation at Sarova Stanley Hotel
The results of this comprehensive survey were officially released on March 1, 2023, during a media briefing hosted by KBA.
The prestigious Sarova Stanley Hotel in Nairobi served as the venue, where Co-op Bank was honored with a certificate for its outstanding performance in customer service.
Co-op Bank’s Recent Accolades
This recent accolade follows closely on the heels of Co-op Bank’s recognition at the “Excellence in Customer Experience in Digital Banking” award ceremony held at the Digibanking Event just two weeks prior.
These dual acknowledgments solidify Co-op Bank’s standing as the leader in providing a highly satisfying customer experience within the financial industry.
Ongoing Commitment to Customer Experience
Initiated in 2018, the annual Customer Satisfaction Survey is a pivotal aspect of KBA’s efforts to continually enhance customer experience in the banking sector.
Co-op Bank’s consistent success underscores its unwavering commitment to delivering exceptional service.
Survey Context: Navigating Economic Challenges
Conducted against the backdrop of the clamor for increased support for economic recovery, the 2022 survey addressed the lingering effects of the COVID-19 pandemic on the economy.
Despite a significant abatement of the pandemic’s impact, individual and collective strategies were deemed necessary to maintain high standards in products and services.
Insights for Financial Inclusion and Innovation
With a commendable response rate, the 2022 survey provides invaluable insights that will shape policies aimed at enhancing financial inclusion for the country’s diverse banking public.
These fact-based innovations are crucial for navigating the dynamic landscape of the banking industry.
Kenyan Business Feed is the top Kenyan Business Blog. We share news from Kenya and across the region. To contact us with any alert, please email us to [email protected]