KBA ranks Co-operative Bank as best in customer experience

Co-operative Bank of Kenya offered the best customer experience beating other banks in the latest ranking on customer experience by the Kenya Bankers Association (KBA).

The bank clinched No. 1 position in the Tier one category and earning the prestigious Best Overall Bank award at the recently concluded Kenya Bankers Awards.

In the survey, more than 30,000 customers participated in voting for the bank.

In a statement sent , the coop bank said that for the two years running Coop Bank has demonstrated unparalleled understanding of its customer needs and has served them with dedication and sensitivity there by winning this industry recognition.

“We did it again! Co-op Bank has just been awarded Over-all Best Bank in Kenya in Customer Experience after it emerged No 1 in Tier one category and the Best Overall Bank at the just concluded Kenya Bankers Awards. For two years running Coop Bank has demonstrated unparalleled understanding of its customer needs and has served them with dedication and sensitivity there by winning this industry recognition. Over 30,000 customers voted in the survey, “they said in a statement.

Gideon Muriuki, the Chief Executive Officer (CEO), led Co-op Bank to be crowned the Overall Winner of the Customer Satisfaction Survey.

The Banking Industry Customer Satisfaction Survey (2023), revealed that 53 percent of bank clients hold two bank accounts.

 Additionally, 8.2 percent and 1.2 percent represent holders of 2 to 3 and 4 to 5 bank accounts, respectively.

Dr. Habil Olaka, the Chief Executive Officer of Kenya Bankers Association, emphasized the growing trend of multi-banking, highlighting the increased competition among banking sector players in product offerings and customer experience.

He stated that banks prioritizing customer needs would maintain a significant competitive edge in the evolving banking landscape.

 ‘’Considering the elevated level of flexibility at the banking public’s disposal, banks that prioritize the needs of customers will continue to have a significant competitive edge over the rest,’’ said Dr. Olaka.

This is Original story and contains relevant voices from KBA and the bank