National Bank scoops ICS “best bank in customer service” award

Nairobi, Kenya: National Bank of Kenya has announced receiving this year’s “Best Bank in Customer Service” an award by the Institute of Customer Service (ICS) - Kenya chapter.

This win represents the best performance ever recorded by National Bank of Kenya in this ranking. NBK emerged best in service excellence from random polling of customers by the ICS while Equity Bank was announced first runners up, KCB - second runners up in the survey which also included the Co-operative Bank.  ICS is the pioneer professional body for Customer Service practitioners in the country and an authority in customer service in Kenya.  

Receiving the award, the Director of Marketing and Corporate Relations  at National Bank Bernadette Ngara said: “Winning this award speaks volumes for the positive results that the ongoing restructuring program at National Bank is delivering inside and outside the bank and we want to sincerely thank our customers for recognizing the improvement of service at NBK. We also thank the Institute of Customer Service for their initiative and award.”

National Bank is steering a five year transformation program aiming for Tier 1 bank status in 2017.

Eva Kiplagat, the Director of the Institute of Customer Service- Kenya Chapter said:  “This award is part of the Institute of Customer Service effort to challenge industry to pursue excellence in service to customers.” She said banks are not informed which of their customers or branches are polled during the survey.

National Bank CEO Munir Sheikh Ahmed said efforts towards exceptional customer service at National Bank would continue with new projects underway to transform the customer experience at branches, agent outlets and digital channels. “We are rolling out new projects under our five year transformation strategy that will reward our customers and we see these setting the service excellence bar even higher in the industry,” he said.

Strathmore University Deputy Vice Chancellor Dr. George Njenga presented the award.

National Bank, recorded Sh2.48 Billion in profits in the 2015 half results, 99per cent higher than same period in 2014. It has also scooped the runners up award for the fastest growing bank in Kenya during the recent Think Business Banking Industry awards.