FAMILY BANK SCOOPS SECOND OVERALL POSITION IN KBA’S CUSTOMER SATISFACTION SURVEY

FAMILY BANK SCOOPS SECOND OVERALL POSITION IN KBA’S CUSTOMER SATISFACTION SURVEY

By Grace Wangari

Family Bank has been voted as the

overall second-best bank and best tier

two bank in customer responsiveness and

digital banking experience in a survey

conducted by the Kenya Bankers

Association.

The 2022 survey obtained over 33,000

responses countrywide. Family Bank for

the third-year running has maintained

the position as best tier two bank and

been voted among the overall best bank

in customer responsiveness and

satisfactory digital experience.

“Channels leveraging on technology

emerged to be the most preferred

banking channels with mobile banking

emerging top with 67.8%. This trend

continues to be our main key focus as a

Bank because our aggressive 5-year

strategic plan is pegged on digitally

leading the Bank to tier 1 status while

offering exceptional customer

experience,” said Family Bank Chief

Operations Officer John Ndugi.

According to the survey, preference for

internet or online banking was cited

to also be on the rise with 23.3 % of

the respondent’s expressing preference

for it. Moreover, the preference for

branch banking came in third at 17.6 %

and ATMs fourth at 16.9% while both

agency banking and card payments or

touch points came in fifth at 6.1%.

“We are delighted to see the commitment

we put in reflects on the experience

our customers receive on a day-to-day

basis. This recognition for the third-

year running is a testament that our

services and products continue to

transform the lives of our customers,”

he added.

The survey further noted that over the

years bank customers are preferring

fully automated or self-service modes

including mobile, internet and chatbots

when accessing banking services. 45.6%

of respondents preferred this mode of

interaction while 15.5 % of the

respondents preferred human-assisted

service including call centers and

branches.

For customer support, a majority of the

respondents, 46.4% preferred human-

assisted forms of services such as call

centres and branches in comparison to

22.4% who prefer fully automated or

self-service interventions such as

mobile, internet and chatbots.

In terms of promoting access to banking

services for persons with special

needs, the survey showed that 13.8 % of

the respondents needed special

accommodation like braille, ramp,

screen reader and voiced aid to access

banking services. Out of the

respondents’, 93.5 % nearly eight out

of every 10 bank customers, were able

to use banking services independently.