CLIENTS VOTE FAMILY BANK AS THE BEST BANK

CUSTOMERS VOTE FAMILY BANK AS BEST TIER TWO BANK IN DIGITAL AND CUSTOMER EXPERIENCE

By Vera Shawiza

Family Bank customers voted for the Bank as best tier two bank and

the overall second-best bank in customer responsiveness and

satisfactory digital experience in KBA’s Customer Satisfaction Survey

2020.

According to the Survey, 73% of the respondents mentioned convenience

and efficiency as main features of interest when using a mobile

application with ease of usage, log-in security and friendliness of

user interface being the other critical factors. Digital Banking

channels (Mobile and Internet Banking) recorded the highest usage among

customers, especially in the wake of COVID-19, as more Kenyans adopted

contact-less banking solutions, to reduce the possibility of infection

and comply with Government guidelines. Utilization of Mobile Banking

channels was at 52%, against 57% in 2019. Internet Banking utilization

reached 23%, compared to 34% in 2019.

From the Survey, 3% of all the respondents or approximately 455 people

were People Living with Disability (PWDs). Significantly, the PWD

respondents were largely able to use banking services, independently

(unaided), at 81% while 19% needed support. For the non-PWDs, the

ratios were 88% and 13% respectively.

“Family Bank’s 2020-2024 strategy is hinged on providing superior and

differentiated customer experience while incorporating customer-led

innovation at its centre. The Bank has been driven by improving our

customer experience largely through feedback that we have been getting

from our customers. We pledge to continue to make our digital services

more accessible and user friendly,” said Family Bank CEO Rebecca Mbithi

while receiving the award at KBA offices.

“I would like to thank the Kenya Bankers Association for undertaking

this survey as it provides a gauge on how well, as an industry, we

continue to service our customers. This award by our customers is a

testament to our commitment to continuously improve our customer

experience across all channels,” she added.

The Bank currently has 87% of its total transactions being carried out

by customers through its digital platforms. In 2020, the Bank unveiled

its new mobile banking application PesaPap that is a fully customer-led

innovation. The improvements in user experience, design, and simplified

customer journeys of the app were fueled by customer feedback.

According to the Survey, a total of over 13000 respondents ranked the

various banks based on the quality of their digital banking offering

that included both mobile and internet banking and overall

innovativeness. The findings of the Survey indicated that the adoption

of digital banking was not hinged on size with the second position

taken by Family Bank, a Tier II bank, ahead of a number of Tier I

banks, with most respondents singling out its Mobile Banking solution,

PesaPap, as their preferred channel.