NAIROBI, Kenya, Feb 8 – Banks in Kenya have consistently improved service delivery over the last three years, increasing their collective customer satisfaction rating by 13.5 per cent, a new report shows.
According to the Gold Standard of Banking services report, the country’s overall banking industry service excellence rating rose from 82.7 per cent in 2019 to 96.2 per cent in 2021.
The report analyses the quality of banking customer service in Kenya over a period of three years based on the industry’s annual Customer Satisfaction Survey, which was introduced by the Kenya Bankers Association(KBA) in 2019.
KBA Chief Executive Officer Habil Olaka said the report serves as a banking customer service benchmark, seeking to define service levels for the industry based on the expressed and unexpressed needs of the banking public.
“We know how banks serve customers matters because they give us feedback via the KBA Customer Satisfaction Survey. We know the banking public recognizes and appreciates how hard bank employees work for them even amid the pandemic and they reward us for it,” said Olaka.
Based on bank customers’ feedback since 2019, the report recommends a minimum standard and best practices aimed at supporting banks to offer customers products and services that empower the banking public to manage and grow financial resources and contribute to the economic development agenda.
The recommendations include setting up responsive mechanisms meant to ensure expedient response rate to customer complaints, implementation of efficient channels for collecting customers’ feedback and accommodation of Persons with Disability across bank channels and service touchpoints.
The report also cites the 2022 Edelman Trust Barometer (ETB), which shows that Kenyan banks have outperformed peer markets in Africa and globally in trust, ranking higher than the worldwide average on the credibility of banking services and cards.
The Barometer is a global assessment of trust and credibility across sectors that has been conducted over the last 22 years.
