ABC Bank has been recognized as the Best Tier 3 Bank in the 2024 Banking Industry Customer Satisfaction Survey, conducted by the Kenya Bankers Association (KBA).
The results were announced this week, during a ceremony held at Radisson Blu, which was attended by representatives from various member banks.
Commenting on the accolade, ABC Bank Group Managing Director Mr Shamaz Savani stated, “This recognition is a testament to the trust our customers place in us and the dedication of our entire team. At ABC Bank, we aim to build lasting relationships and empower our customers to achieve financial success and this award is a testament to this commitment.’’
The survey, which recorded an impressive 37,000 responses—the highest since its inception in 2018—was conducted from 1st October to 29th November 2024. It evaluated banks based on customer experience indicators, global best practices, and standards.
During the award ceremony, KBA CEO Raimond Molenje stated that customer satisfaction has driven the demand for seamless transactions and personalized customer interactions. He commended banks for their improved issue resolution times.
“I would like to also assure Kenyans that as banks, we look forward to helping our customers succeed in their businesses and we are working tirelessly to ensure we provide them with lower interest rates, a trend that will see all banks comply with CBK regulations.’’ noted Molenje
The survey highlighted that persistent delays in responding to and resolving customer complaints remain a significant factor contributing to dissatisfaction. The event also provided a platform for banks’ customer experience teams and the KBA Customer Service Working Group to discuss practical solutions to these challenges.
Present at the event, Mr David Kibet Kemei, Director General of the Competition Authority of Kenya (CAK), urged banks to offer customer-centric services, noting that 56% of customers prefer self-service digital platforms. He noted that addressing service downtime and ensuring that banking services are accessible to all, including those in low-income areas, is vital for bridging the gap in financial service delivery.
ABC Bank has previously been recognized as the Best Bank in the Tier 3 Banks category in both 2023 and 2022.Additionally, the bank has received two more awards in the Customer Satisfaction Survey, including the Best Tier III Bank in Digital Experience (winner) and 2nd runner-up in the same category in previous years.
