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Family Bank Named Kenya’s Best Bank in Customer Responsiveness

Image of Family Bank CEO
  • Nearly 21.2 percent of over 29,000 respondents voted Family Bank to top overall and best tier two bank in the 2021 survey
  • Family Bank emerged tops, improving on its performance in the 2020 survey where the bank was named second best bank and maintained the position as best tier two bank in customer responsiveness and satisfactory digital experience

In A survey carried out by the Kenya Bankers Association Family Bank was named as the best bank in customer responsiveness and digital banking experience

Family Bank emerged tops, improving on its performance in the 2020 survey where the bank was named second best bank and maintained the position as best tier two bank in customer responsiveness and satisfactory digital experience.

“As a Bank, we have heavily invested in digitization and automation of services and we are glad to see it when our customers appreciate the efficiency and the experience that automation brings to the banking experience,” said Rebecca Mbithi, Family Bank Chief Executive Officer.

“This recognition is to all our customers whom we seek to provide value, facilitate ease to the access of banking solutions and contribute to expanding financial inclusion in Kenya,” she added.

Nearly 21.2 percent of over 29,000 respondents voted Family Bank to top overall and best tier two bank in the 2021 survey.

According to the survey, Banking Apps are the topmost preferred digital banking feature, cited by 26 percent of the respondents, followed by Mobile Banking at 25 percent and Internet Banking at 11 percent.

Nearly 6 out of 10 bank customers prefer mobile banking with 74 percent of the respondents citing that most of the banks respond to complaints within two days of a complaint being raised.

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