✓Family Bank Voted Best Tier Two Bank in Customer Satisfaction and Digital Banking Experience
Family Bank has once again emerged as the best tier two bank in customer satisfaction and digital banking experience, according to a recent survey conducted by the Kenya Bankers Association.
This marks the fourth consecutive year that Family Bank has maintained this prestigious position.
The survey, which received over 30,000 responses from across the country,
highlighted the growing preference for digital banking channels among customers.
Mobile banking emerged as the most preferred channel, with a staggering 70 per cent of respondents opting for this convenient mode of banking.
Online/internet banking followed closely behind, with 24.6 per cent of respondents choosing this option.
John Ndugi, the Chief Operations Officer of Family Bank, expressed the bank’s commitment to digital transformation and its focus on providing personalized products that cater to the changing needs of customers.
“Digital transformation continues to be our key focus as a Bank. This is to create convenience for our customers by providing them with personalized products that meet their changing needs,” said Family Bank Chief Operations Officer John Ndugi.
This dedication to innovation and convenience has undoubtedly contributed to the bank’s success in customer satisfaction and digital experience.
“This recognition is a testament that our customer centric culture continues to have a positive impact on our customers in the provision of our services and products. We continue to be committed to making sure that we meet the evolving needs of our customers,” he added.
The survey also revealed an interesting trend in customer preferences for banking services.
A significant portion of respondents, 45 per cent to be exact, indicated a preference for fully automated or self-service modes of interaction.
This includes mobile banking, internet banking, and chatbots.
On the other hand, 16.5 per cent of respondents still preferred human-assisted services, such as call centers and branches.
Notably, the survey highlighted the overwhelming preference for digital services, with 94.6 per cent of respondents indicating their inclination towards digital banking.
However, it also emphasized the importance of physical services in the banking experience,
as some respondents still preferred a physical interaction for certain services.
Another noteworthy finding of the survey was the increasing trend of multi-banking among customers.
A significant 62 per cent of respondents admitted to having multiple banking relationships,
which represents a 5 per cent increase from the previous year’s survey.
The respondents cited the desire to access a variety of high-quality services as the main reason for maintaining multiple banking relationships.
Family Bank’s continued recognition as the best tier two bank, coupled with its strong performance in customer satisfaction and digital banking experience.
As the banking landscape continues to evolve in the digital age, Family Bank remains at the forefront of providing innovative and convenient banking solutions for its customers.
The survey conducted by the Kenya Bankers Association has reaffirmed Family Bank’s position as the best tier two bank in terms of customer satisfaction and digital banking experience.
With its focus on digital transformation and personalized products, the bank has successfully adapted to the changing needs of customers and continues to prioritize convenience and innovation in its services.
