Family Bank Voted the Best Tire Two Bank in Digital and Customer Experience

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Customers have voted Family Bank Limited as the best Tier 2 bank and number two overall in the banking industry.

According to Kenya Bankers Association (KBA)’s Customer Satisfactory Survey 2020, 73% of the Pollee cited convenience and efficiency as the main areas of interest when using a mobile application with ease of usage, log-in security, and friendliness of user interface being another important factor.


Mobile and Internet Banking logged the highest usage among clients, especially during the Covid-19 pandemic, to promote cashless transactions with an aim to reduce infections transmitted through handling Money.

The use of Mobile Banking channels was at 52%, against 57% in 2019. Internet Banking usage reached 23%, compared to 34% in 2019.

The evaluation showed that 455 respondents were People Living with Disability (PWDs) who widely embraced the banking services. 81% of the PWDs accessed the services independently while 19% were assisted. For the non-PWDs, the ratios were 88% and 13% respectively.

Family Bank CEO Rebecca Mbithi while receiving the award at KBA offices said the bank was committed to continuing to provide a greater customer experience.

“Family Bank’s 2020-2024 strategy is hinged on providing superior and differentiated customer experience while incorporating customer-led innovation at its center. The Bank has been driven by improving our customer experience largely through feedback that we have been getting from our customers. We pledge to continue to make our digital services more accessible and user friendly,” said Mbithi.


She added, “I would like to thank the Kenya Bankers Association for undertaking this survey that is useful for the sector because we need to gauge how well as an industry, we continue to service our customers.”

The bank’s digital platforms currently dominate its transactions, with 87% of total transactions carried out by customers.

In 2020, the Bank launched its new mobile banking application, PesaPap, which has aided the improvements and the bank’s overall services through customer assessments.

A summary from over 13000 respondents who participated in ranking various banks also shows that customers’ utilization of digital banking is not pinned on size rather satisfaction and user experience.
 
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