I&M Bank has emerged as the top bank in Kenya’s Banking Consumer Sentiment on Social Media Index for 2024, according to a report by Data EQ. The index, which evaluated over 502,000 public online posts, found I&M Bank achieving a sentiment score of over 72 percent, significantly surpassing the industry average by 56 percent.
This accolade follows I&M Bank’s recent triumph at the Think Business Banking Awards, where it was honored as the Most Customer-Centric Bank. These recognitions underscore the bank’s commitment to customer satisfaction and engagement.
Gul Khan, CEO of I&M Bank Kenya, expressed gratitude for the honor, stating, “A big thank you to our customers for giving us this massive recognition. We remain dedicated to offering products and services tailored to the needs of all Kenyans. Our initiatives include free bank-to-M-PESA transfers for Personal and Solo Biz customers, substantial investments in our mobile app, and an expanded branch network.”
The Data EQ analysis categorized sentiment into public, operational, and reputational aspects. I&M Bank excelled across all operational metrics, including digital experience, customer service, and account management. Liska Kloppers, Head of Client Strategy at Data EQ, highlighted I&M Bank’s outstanding performance, noting that the bank’s sentiment score was 56 percent higher than the industry average and was the only one to achieve a positive Operational Net Sentiment score.
As I&M Bank celebrates its 50th anniversary, Khan praised his team’s dedication to customer service, reflecting on the bank’s continuous improvements and future plans for expansion.