According to this year’s edition of the Kenya Bankers Association (KBA) Customer Service Satisfaction Survey, use of mobile banking rose to 57 per cent in 2019 from 49 per cent recorded in 2018. The spike saw the utilization of Internet banking channels, whose preference doubled from 16 per cent in 2018 to 34 per cent the following year.
‘The high preference of mobile banking in part could be due to the high mobile phone penetration which has reached almost near-saturation levels compared to Internet adoption. Overall, this shows that customers are warming up to digital channels. These transformations have been enabled by banks’ continued investment in lower-cost digital capabilities which have consequently boosted customers’ adoption given their simplicity and convenience,’ the survey reports, adding that fully-automated banking services were preferred more in 2019 (24 per cent) compared to 2018( 5 per cent).
The survey, which analysed feedback from more than 11,000 respondents, further indicates that 83 per cent of bank customers are satisfied with the quality of services being offered by the banking industry.
While customers’ preference for digital channels is on the rise, the survey indicates that branches are still an important channel for customer engagement as 22 percent still prefer to visit the branch, highlighting the need for banks to consider branch networks not only as a footprint for transactional purposes but to also as interaction hubs.
‘From the survey’s findings, there is a clear indication that technology remains an important driver of customer satisfaction and promoting customers’ seamless interaction with banks’ transaction channels.’ Noted KBA Chief Executive Officer Dr. Habil Olaka During a forum convened to release the findings of the survey.
Standard Chartered Bank was recognized as the top overall bank in customer satisfaction, followed by Equity Bank in the second overall position and Diamond Trust Bank coming in the third position. The top overall banks retained their positions respectively in the Tier I category.
In the raking that recognized banks’ efforts to promote customers’ digital experience, National
Bank of Kenya took first place in the Tier II category followed by Bank of Africa and Family Bank
in the third position. Credit Bank emerged tops in the Tier III category while Sidian Bank and
ABC Bank scooped the second and third positions respectively.