Co-op Bank ranked top in customer experience survey by KBA

The Co-operative Bank of Kenya has emerged as the leader in providing the best customer experience, surpassing its counterparts in the latest ranking by the Kenya Bankers Association (KBA).

The bank secured the coveted No. 1 position in the Tier one category and was honored with the prestigious Best Overall Bank award at the recently concluded Kenya Bankers Awards.

In a statement released, Co-op Bank proudly announced its consecutive triumphs, highlighting its unwavering commitment to understanding customer needs.

The bank emphasized its dedication and sensitivity in serving customers, leading to the well-deserved industry recognition. Over 30,000 customers actively participated in the survey, solidifying Co-op Bank’s reputation as the go-to choice for exceptional banking experiences.

“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,’ bank said in a statement.

Gideon Muriuki, the Chief Executive Officer (CEO), played a pivotal role in leading Co-op Bank to be crowned the Overall Winner of the Customer Satisfaction Survey, further solidifying the institution’s commitment to customer-centric excellence.

The recently released Banking Industry Customer Satisfaction Survey (2023) unveiled intriguing insights, indicating that 53 percent of bank clients maintain two bank accounts. Moreover, 8.2 percent and 1.2 percent represent individuals with 2 to 3 and 4 to 5 bank accounts, respectively.

Dr. Habil Olaka, the Chief Executive Officer of the Kenya Bankers Association, underscored the evolving trend of multi-banking, emphasizing heightened competition among banking sector players in both product offerings and customer experience. Dr. Olaka asserted that prioritizing customer needs would continue to provide banks with a substantial competitive edge in the ever-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,” remarked Dr. Olaka, emphasizing the crucial role customer-centric approaches play in the success of financial institutions.