Equity, DTB, BOA tops list in customer care services- report
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Tier III categories on best customer care experience were; Credit Bank, Gulf African Bank, and Sidian Bank in first, second and third categories respectively. In terms of digital experience, 49 percent of bank customers preferred mobile banking outlets as opposed to 16 percent who preferred internet banking. The report said, “A shift to digital platforms is being espoused especially by the younger generation particularly those between 26-35 years. In line with the shift in preference, the banking industry has aligned itself to technology across banking channels.” “Customers now prefer an enhanced digital experience for convenience, relative to the conventional brick and mortar model,” read the report. Majority of the respondents (90 percent) said that there was an improvement in customer care services in the banking industry while 10 percent were of the contrary.SEE ALSO :State banks bleed as privatisation beckons
The survey that involved 6101 respondents, indicates that most Kenyans prefer getting customer care services from banking industry through calling as opposed to human interaction.
