KCB Bank shines in 2024 KBA customer Satisfaction survey with top awards
KCB Bank has cemented its position as the leading customer-centric financial institution in Kenya after clinching two prestigious accolades in the 2024 Kenya Bankers Association (KBA) Customer Satisfaction Survey. The lender was crowned the Best Overall Bank and the Best Bank in Customer Experience in Tier I, reflecting its dedication to delivering exceptional banking services.
The awards, announced during the annual KBA Customer Satisfaction Awards ceremony, are a testament to KCB’s strategic focus on enhancing customer service through innovative solutions and robust support mechanisms. These recognitions underscore the bank’s relentless efforts to not only grow its business but also prioritize customer needs at every stage of the banking journey.
Speaking after receiving the awards, Micheu Njiru, KCB’s Director of Customer Excellence, expressed gratitude, highlighting the significance of the recognition in validating the bank’s customer-first approach.
“We are honoured to be the recipients of these two distinguished awards as they serve as a testament to the continuous efforts we put in serving our customers throughout their financial journey,” Micheu stated. “These accolades reinforce our commitment to building a brand that goes beyond profits to creating delightful experiences for our customers at every touch point.”
The KBA Annual Awards aim to celebrate banks that excel in delivering superior customer service, accessibility, and support across Kenya’s banking sector. The survey evaluates key performance indicators such as service efficiency, digital banking innovations, customer engagement, and responsiveness to client needs.
KCB’s remarkable performance in the 2024 survey comes amid an increasingly competitive banking landscape, where customer satisfaction has become a critical differentiator. The bank’s continued investment in digital transformation, staff training, and customer feedback mechanisms has played a pivotal role in enhancing service delivery across its wide network.
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