CO-OP BANK VOTED BY CUSTOMERS AS THE BEST IN CUSTOMER SERVICE

CO-OP BANK VOTED BY CUSTOMERS AS THE BEST IN CUSTOMER SERVICE

By Correspondent

The Co-operative Bank of Kenya has

emerged as 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 this morning

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 our 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 being spearheaded by KBA

towards enhancing customer experience

in the banking industry.

The 2022 survey was conducted amid the

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 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.