Co-operative-Bank-of-Kenya

Co-operative Bank of Kenya has been recognized as the Over-all Best Bank in Kenya for Customer Experience at the Kenya Bankers Awards. Co-op bank emerged as the top performer in the Tier one category and secured the Best Overall Bank accolade. 

This achievement marks the second consecutive year that Co-op Bank has been honored with this industry recognition, a testament to its unwavering commitment to understanding and serving the needs of its customers.

The Kenya Bankers Awards, which saw over 30,000 customers participate in the survey, highlighted Co-operative Bank’s unparalleled dedication to delivering exceptional customer experiences. 

In the survey, respondents ranked Co-op Bank as the best overall bank in customer experience, with NCBA Bank and Family Bank following closely behind.

Within the Tier I category, Co-operative Bank maintained its position at the top, with NCBA Bank and KCB Bank trailing in second and third place, respectively.

Dr. Gideon Muriuki, the Group Managing Director & CEO of Co-op Bank, expressed his gratitude for the award.

He emphasized the bank’s ongoing commitment to investing substantial resources in building teams, tools, and technologies to ensure a fulfilling customer experience across all service channels. 

Customer feedback, according to Dr. Muriuki, plays a pivotal role in shaping Co-op Bank’s customer-centric approach, enabling the bank to understand and respond to the evolving needs and preferences of its customers.

“Co-op Bank will continue to invest substantial resources in building the teams, the tools and the technologies to deliver a fulfilling customer experience across all our service channels,” he added.

Co-op Bank’s customer experience strategy revolves around meeting or exceeding customer expectations in both physical and digital spaces. To achieve this, Co-op Bank has implemented various initiatives aimed at improving the overall customer experience. 

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For instance, the bank has leveraged technology to move 94% of customer transactions to alternative delivery channels. This includes a 24-hour contact center, mobile banking, internet banking, and ATMs. 

Additionally, Co-operative Bank has established a dedicated Customer Experience (CX) Strategy team. Through annual customer satisfaction surveys and ongoing engagement initiatives, the bank seeks to gather valuable feedback from its customers. They then leverage it to enhance the overall customer experience.