Equity, DTB, BOA tops list in customer care services- report


Equity Group Managing Director & Chief Executive Officer James Mwangi during an Investor briefing Q1 2018 performance. [Wilberforce Okwiri/Standard]

Kenya Bankers Association has released a report on customer care services among lenders in Kenya based on, digital experience, institutions’ responsiveness and customer experience.

According to the report, Standard Bank, Credit Bank and Equity Bank had the best customer care services among lenders.

The 2018 report, placed tier I banks; Equity, Diamond Trust Bank and Standard Chartered Bank in the top three list in customer care services.

Bank of Africa, National Bank of Kenya (NBK) and Family Banks took first, second and third positions respectively as top three tier II banks.

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.

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.